Job Description
- Familiarity with the Salesforce ecosystem.
- Knowledge of Salesforce Industry or Revenue Cloud.
- Lead day-to-day team management, including hiring, onboarding, training, and career development.
- Coach Success Guides to deliver high-quality Expert Coaching and Proactive Customer Engagements.
- Track and communicate key performance metrics to drive accountability and continuous improvement.
- Build trusted partnerships across Support, Product, Onboarding, Architects, Instructors, CSMs, and REDs.
- Present to and manage key stakeholders up to EVP level.
- Collaborate with peer Success Guide Managers and cross-functional leaders.
- Recognize trends and gaps in delivery readiness; lead enablement efforts.
- Identify and pilot innovative approaches, processes, and resources.
- Foster a culture of trust, inclusivity, and growth by embodying Salesforce’s values.
- Set a team precedent by actively using AI tools to inspire an AI-driven workforce.
- BA/BS Degree or equivalent experience.
- 3+ years of people management experience with a proven track record in coaching, mentoring, and career development.
- Strong background in Customer Success strategy, role definition, and execution.
- Experience engaging with senior executives, with the ability to translate technical solutions into business outcomes.
- Analytical and data-driven, with the ability to manage metrics, productivity, and outcomes using the Salesforce platform.
- Exceptional communication skills: strong written, verbal, and presentation abilities.
- Highly organized and self-directed, able to prioritize, multitask, and deliver results under pressure.
- Benefits and resources to support work-life balance.
- AI agents to accelerate impact.
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 Manager, Success Guides is a strategic and people-first leader responsible for hiring, developing, and empowering a team of Industry and Revenue Cloud Success Guides. This team delivers Expert Coaching and Proactive Customer Engagements virtually, driving measurable adoption and customer value at scale.
In this role, you will set the standard for delivery excellence, ensuring consistent best practices and influencing the global engagement strategy. Your top priorities will be enabling the success of the Success Guide team, achieving outstanding customer outcomes, and maximizing adoption and retention across our customer base.
Responsibilities
- Lead all aspects of day-to-day team management, including hiring, onboarding, training, and career development.
- Coach Success Guides to deliver high-quality Expert Coaching and Proactive Customer Engagements that inspire adoption and business impact.
- Track and communicate key performance metrics (CSAT, Completion %, TTR, Throughput, Reach %, etc.) to drive accountability, operational excellence, and continuous improvement.
- Build trusted partnerships across Support, Product, Onboarding, Architects, Instructors, CSMs, and REDs to reduce engagement friction and ensure customers connect with the right expertise at the right time.
- Present to and manage key stakeholders up and including the EVP level and beyond
- Collaborate with peer Success Guide Managers and cross-functional leaders to align execution with business objectives and scale best practices globally.
- Recognize trends and gaps in delivery readiness; lead enablement efforts to ensure the team is confident and effective with evolving products
- Identify and pilot innovative approaches, processes, and resources that increase reach and adoption while improving customer experience.
- Foster a culture of trust, inclusivity, and growth by embodying Salesforce’s values and creating a safe environment for open feedback, collaboration, and talent development.
- Set a team precedent by actively using AI tools to inspire an AI-driven workforce, driving productivity and efficiency.
Experience and Desired Skills
- BA/BS Degree (or equivalent experience).
- 3+ years of people management experience with a proven track record in coaching, mentoring, and career development.
- Strong background in Customer Success strategy, role definition, and execution.
- Experience engaging with senior executives, with the ability to translate technical solutions into business outcomes.
- Analytical and data-driven, with the ability to manage metrics, productivity, and outcomes using the Salesforce platform, and translate this into applicable business insights
- Exceptional communication skills: strong written, verbal, and presentation abilities.
- Highly organized and self-directed, able to prioritize, multitask, and deliver results under pressure.
- Familiarity with the Salesforce ecosystem; knowledge of Salesforce Industry or Revenue Cloud a plus
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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