Description
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.
Role Description
The Manager, Success Guides is a people leader responsible for coaching and supporting a team of Success Guides delivering Expert Coaching Sessions and Success Requests. This role focuses on execution excellence, team development, and ensuring customers receive timely, high-quality guidance.
Beyond reactive support, this leader is a key driver of our proactive motion, shifting the team’s focus toward early-intervention strategies that reduce attrition and maximize customer reach. Managers are hands-on leaders who support day-to-day delivery, reinforce engagement standards, and empower their teams to act as trusted advisors who secure long-term adoption for our Premier and Signature customers.
Your Impact
Proactive Success: Lead the transition from reactive requests to proactive outreach, identifying at-risk accounts and deploying guidance to stabilize and grow the customer relationship.
Attrition Mitigation: Drive strategies that directly reduce customer churn by ensuring deep product adoption and clear value realization.
Expanded Reach: Strategically manage team capacity to increase our footprint across the customer base, ensuring more Premier and Signature accounts benefit from Expert Coaching.
Coach & Enable: Support Success Guides to deliver consistent, high-quality engagements across Data 360 features and functionality
Execution Excellence: Ensure strong execution across all Success Requests while maintaining high operational standards and SOP adherence.
Team Development: Cultivate a growth-oriented culture, helping Guides develop the consultative skills necessary for proactive advisory roles.
Responsibilities
Drive Proactive Motion: Implement and oversee proactive engagement workflows designed to increase adoption and intercept potential attrition before it occurs.
Performance & Reach Management: Monitor team performance metrics—specifically Reach, Inflow, and Closures—to ensure the team is scaling effectively to meet business demand.
Quality & Adoption Coaching: Coach Guides on delivering prescriptive recommendations that move the needle on customer adoption and AI + Data readiness.
Strategic Workload Management: Manage day-to-day performance, ensuring a balance between high-volume reactive requests and high-impact proactive initiatives.
Onboarding & Ramp: Support the rapid onboarding of new hires, focusing on cross-cloud proficiency (Salesforce Core, Data Cloud) to ensure they become "regional go-to" experts quickly.
Cross-Functional Partnership: Partner with Success Managers and Account Executives to identify high-priority accounts requiring proactive intervention.
Operational Leadership: Reinforce engagement models, SOPs, and quality standards while contributing to process improvements that increase team efficiency.
Culture: Foster a positive, inclusive, and growth-oriented team culture that thrives in a fast-paced, evolving AI and Data landscape.
Required Qualifications & Skills
BA/BS degree or equivalent experience
2+ years of people management or team leadership experience
Background in Customer Success, Support, Consulting, or similar roles
Strong coaching, communication, and feedback skills
Ability to manage priorities, performance, and competing demands
Customer-first mindset with strong execution focus
Preferred Qualifications & Skills
Experience with Salesforce products
Data-related experience
Exposure to performance metrics and operational reporting
Interest in scaling teams and evolving delivery models
Accommodations
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