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Job Category

Customer Success

Job Details

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.

Role Description

The Customer Success Adoption team is looking for a highly driven and collaborative Senior Manager to lead research and strategy for Service Cloud Adoption. Service Cloud is the engine behind the world's best customer experiences, and our customers are navigating the complex shift from traditional support models to modern, unified, and intelligent service operations.

This is a high-impact, cross-functional role that blends rigorous research, data analysis, and program execution. You will act as the bridge between product innovation and customer realization. You won't just track adoption; you will investigate why customers struggle, identify the "Adoption Paths" that lead to healthy service operations, and codify those insights into scalable programs. You will synthesize insights into strategic recommendations that influence Product, Customer Success, and the Digital teams, helping us move from "high-touch" intervention to "high-scale" digital guidance.

Sample Projects You’ll Lead

• Evolve Service Cloud "Adoption Paths": Analyze usage patterns across our most successful Service Cloud customers to identify the specific feature combinations (e.g., Knowledge + Omni-Channel + Einstein) that drive high retention and agent productivity.

• Friction Analysis & Resolution: Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale.

• Release-Based Adoption Strategy: Proactively analyze Service Cloud roadmaps to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release.

• Digital Strategy Partnership: Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology.

Your Impact

• Drive Roadmap Adoption: Ensure that as new Service Cloud features drop, we have a clear plan for how to drive their usage so we can keep customers on the cutting edge of the platform.

• Scale Success: Move our adoption strategy from relying solely on CSMs to utilizing data-backed recommendations that inform our digital channels and scaled programs.

• Operationalize Value: Create the frameworks that allow customers to measure not just usage (e.g., "we set up the console") but outcomes (e.g., "we reduced case resolution time by 20%").

• Empower the Field: Equip our field teams with the data-backed playbooks and narratives they need to drive healthy adoption conversations with Service leaders.

What We’re Looking For

• 8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations.

• Strategic Problem Solving: Proven ability to generate strategic insights that drive measurable business outcomes, moving beyond data reporting to actionable recommendations.

• Service Operations Fluency: Familiarity with the metrics that matter to Service leaders (Average Handle Time, First Contact Resolution, CSAT/NPS) and the operational challenges of running a contact center.

• Adoption Architect: Experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.

• Data-Driven Mindset: Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data (SQL/Tableau proficiency is a plus).

• Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to get to the root cause of adoption blockers.

Preferred Qualifications

• MBA or advanced degree in business, analytics, or related field.

• Experience with Service Cloud, Contact Center as a Service (CCaaS), or Workforce Management (WFM) technologies.

• Proficiency in data visualization tools (e.g., Tableau, CRM Analytics).

• Passion for innovation and the future of customer success.

Why Join Us?

This is more than a strategy role—it’s your chance to shape how the world’s leading companies transform their customer service. If you thrive at the intersection of insight and influence, strategy and storytelling, we’d love to meet you.

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.

Accommodations

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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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $150,100 - $227,000 annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.