Success Guide

Job Category

Customer Success

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.

Company and Organization

Salesforce Customer Success Group (CSG) is the critical engine that drives customer digital transformation and actualizes the true value of Salesforce solutions. We are responsible for breathing life into the licenses sold, directly ensuring our customers achieve their business objectives, enhance operational efficiency, and achieve ultimate success. The Success Guide serves as a strategic partner throughout the customer journey, embodying Salesforce's core values of Trust, Customer Success, Innovation, and Equality in the field.

Role Overview

The Success Guide is a key expert who leads the successful customer journey across Salesforce solution adoption and utilization. This role strategically manages the Success Plans program, building enduring relationships, driving high solution Adoption Rates, and ensuring customers realize the maximum Return on Investment (ROI) from Salesforce. You will deeply understand customer needs and accelerate their growth by providing customized training and up-to-date product knowledge.

Key Responsibilities

Success Plans Program Management and Strategic Utilization:

• Effectively introduce and manage the programs and services included in Salesforce Success Plans (e.g., Premier/Signature) for assigned customers
• Strategically utilize the features of the Success Plan, tailored to the customer's current phase and needs, to build and support the execution of the customer's success roadmap

Customer Enablement through Training and Content Delivery:

• Lead internal study and deep dives on Salesforce product and feature updates, and transfer the most relevant and current knowledge to customers
• Directly conduct customized enablement sessions, workshops, and mentoring as part of the Success Plan program to strengthen customer solution utilization capabilities
• Curate and effectively deliver essential product documentation, guides, and success blueprints tailored to the customer's environment

Driving Solution Adoption and Value Realization:

• Regularly analyze customer usage of Salesforce products and develop strategies to increase Adoption
• Measure the Value (ROI) realized by the customer and report periodically to key stakeholders

Proactive Risk Management and Support:

• Proactively identify potential risks to customer success and lead resolution efforts by collaborating with internal technical support and expert teams

Required Qualifications

Experience:

• Minimum 5 years of experience in IT Consulting, Customer Success Management (CSM), Technical Account Management (TAM), or similar strategic business partnering roles

Training & Knowledge Transfer Skills:

• Proven instructional/presentation skills to simplify expert knowledge, drive audience engagement, and experience in product documentation study and delivery

Technical Understanding:

• Solid comprehension of the functionality and business value of the Salesforce Platform and key cloud solutions (Sales Cloud, Service Cloud, etc.)

Communication:

• Exceptional presentation and negotiation skills with the ability to effectively communicate and influence diverse stakeholders, including C-level executives

Language:

• Fluent Korean and English for professional business communication

Why Be Proud to be a Salesforce Success Guide

• You are the Implementer of the Success Roadmap: You strategically leverage Salesforce's Success Plans to guide customers along their optimal path to success and directly facilitate execution
• You are the Transmitter of Knowledge and Value: You deeply study the latest product knowledge and transform it into customized enablement to maximize customer solution utilization
• You are a Strategic Partner: You collaborate with C-level decision-makers, offering long-term business strategies, not just technical implementation

Benefits

Salesforce is committed to providing an accessible and inclusive experience for all candidates. Your potential is the future of Salesforce. Join us, and unlock limitless possibilities in all areas of your life!

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.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form.

Equal Opportunity Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. At Salesforce, we believe in equality for all. We believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. 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.

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.

Application Note

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.