To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

The role of the Success Guide is crucial in helping customers to grow value and improve adoption of Salesforce. Success Guides provide proactive and reactive architecture, product, and industry expertise to enable customers to successfully adopt products. The Success Guide will engage with customers across all account segments, delivering 1:1 success guidance to Premier and Signature Success customers. With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realization at scale. They partner with key collaborators such as Success Managers, Account Executives, and Support to make our customers successful.
The ideal Success Guide is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. They have strong technical skills and are able to use their product knowledge to deliver value to both customers and internal teams.

Responsibilities:

• Provide prescriptive recommendations, best practices, and technical advice for improving adoption

• Deliver 1:1 and 1:Many

• Become an expert in Sales Cloud and related products

• Action Best Practice Insight

Product Education:

• Technical Advice

• Adoption Guidance

• Accelerate Feature / Cloud Adoption

• Help customers consistently achieve their business outcomes

• Generate positive feedback from customers, internal teams and leadership

• Show continued professional growth and development

• Act as a Subject Matter Expert within the Sales Cloud team and provide guidance and enablement to other Success Guides

• Partner with Sales Cloud Guide Leadership team to present ways to train and develop the skills of your teammates

Required Qualifications & Skills

• 5+ yrs relevant experience

• Undergraduate degree minimum

• Trailhead Ranger and Salesforce Administrator Certified, and Sales Cloud Consultant Certified

• Proven ability to quickly learn new technologies

• Consultative and customer-focused approach and engagement style

• Ability to navigate, escalate, and lead efforts on complex customer requests

• Demonstrated ability to communicate, present and influence credibly and effectively with a variety of audiences (from developers to C-Suite)

• Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure

Preferred Qualifications & Skills

• Salesforce Advanced Administrator Certified, and Platform App Builder Certified are considered an Asset

• Familiarity with the Salesforce Platform, Security experience a plus

• Salesforce admin experience

In addition to having the Salesforce Administrator Certification, Success Guides will be expected to obtain Salesforce Advanced Administrator and Platform App Builder within the first 90 days of hire.

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

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.