About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The role of the Success Guide Manager is a forward-thinking leader responsible for hiring, building and developing a team of Success Guides focused on the virtual delivery of Success Plays, Programs and Activities. Success Programs are targeted engagements designed to increase adoption, provide functional best practices and product expertise while ensuring Customer Success.

In this role you will ensure consistent delivery best practices are applied and influence the overall global engagement and delivery approach. Ensuring the success of our Success Guides while securing the highest CSAT and business outcomes is a top priority. This is an incredible opportunity to become part of a leading team that drives growth and expertise across the most innovative company in the world.

Responsibilities:

• Own all facets of day-to-day management of the Success Guide team including:
• Training and career development
• Coaching Success Guides to drive high-quality Success Program and and Success Play deliveries that lead to successful customer business outcomes
• Achieve or exceed monthly/quarterly/yearly business targets, providing management with an accurate forecast and risk analysis of deliveries and metrics
• Report on Success Program and Play activity and deliver feedback on weekly scorecard and productivity metrics to senior management
• Laser-focused on driving operational and business performance. Collaborates with other Success Guide Managers on the execution of business objectives and support programs such as: Success Program Deliveries, high CSAT Scores, Successful Business Outcomes, Certifications and Badges
• Recognizes trends and gaps and works with both internal stakeholders and Hub leadership to address these gaps and execute solutions to respond to business and customer needs. Works to up-level their team to address and close skill gaps.
• Work with program leaders to support optimal capacity planning and resource allocation. Works on skill planning and development within their team including cloud, industry and consulting skills specialization.
• Partner with the Success Programs team to refine and provide feedback on delivery tools and processes that will cultivate a team of efficient and effective Success resources for every customer engagement
• Work with Senior Leadership on strategies for guide development and integration into Product Success Organization
• Embodies Ohana culture and uses that to lead a team that everyone enjoys working with. Has a passion for nurturing and developing talent and creates a safe environment for open and honest dialogue and feedback

Experience and Desired Skills:

• 5 years of people management experience and strong coaching and personnel development skills
• Experience working with senior-level executives
• Experience working in Customer Success Strategy and role definition and integration
• Strong analytical skills with the ability to oversee and manage the Success Guides team’s Business Metrics, productivity and outcomes leveraging the Salesforce platform
• Self-directed has the ability to prioritize, multi-task and perform effectively under pressure.
• Strong verbal and written communication skills, as well as, excellent presentation skills
• Knowledge or the Salesforce ecosystem

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.