Description

At Salesforce, we don't just build technology—we help our customers transform their businesses and achieve faster time-to-value. As a Senior Success Guide, you'll play a critical role in that journey by blending deep product knowledge, hands-on solutioning, and consultative engagement to accelerate customer adoption and outcomes across Sales Cloud, Service Cloud, and Experience Cloud. You will partner with customers to understand their business needs, align them with Salesforce capabilities, and co-create solutions that drive measurable impact. From leading discovery sessions and facilitating solution discussions, to showcasing platform capabilities through demos and collaboratively building prototypes, you will bring strategy and execution together to help customers unlock value faster.

With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realization at scale. You'll engage with customers across all account segments, delivering 1:1 success guidance to Premier and Signature Success customers, while partnering with key collaborators such as Success Managers, Account Executives, and Support to make our customers wildly successful.

Key Responsibilities

• Engage with customers to gather, analyze, and translate business requirements into actionable Salesforce solutions across Sales, Service, and Experience Clouds
• Provide prescriptive recommendations, best practices, and technical advice for improving adoption and achieving business outcomes
• Deliver org health assessments by reviewing challenges, analyzing performance and customizations, using tools like Salesforce Optimizer and other internal tools, and providing best practice recommendations with actionable insights
• Deliver advanced security assessments for customers, identifying risks across key domains (application security, authentication, access, data, and coding) and recommending best practices to strengthen security and compliance
• Collaborate with architects, developers, and stakeholders to design scalable, secure, and high-performing solutions, while reviewing and contributing code when needed to troubleshoot and resolve complex platform challenges
• Lead interactive demos, proof-of-concepts, and collaborative solution-building sessions to accelerate feature and cloud adoption
• Build and co-develop solution components with customers to ensure faster return on value
• Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements tailored to customer needs to accelerate adoption and drive success
• Provide product education, technical advice, and adoption guidance to ensure customers consistently achieve their business outcomes
• Act as a Subject Matter Expert (SME) for your aligned cloud(s), supporting internal enablement and mentoring other Success Guides
• Partner with Guide Leadership to design and deliver training programs that build team skills and maturity
• Generate positive feedback from customers, internal teams, and leadership by driving measurable outcomes and customer satisfaction
• Show continued professional growth through certifications, Trailhead learning, and staying current with Salesforce innovations
• Ability to navigate, escalate, and lead efforts on complex customer requests

Required Qualifications & Skills

• Minimum 3-5 years of experience in the Salesforce ecosystem with functional and/or technical expertise in one or more of the following: Sales Cloud, Service Cloud, Platform, or Experience Cloud
• Salesforce Certified Administrator is required for the role
• Preferred certifications include: Advanced Administrator, Platform App Builder, Platform Developer II, Sales Cloud Consultant, Service Cloud Consultant, Experience Cloud Consultant, JavaScript Developer, and/or System Architect
• Experience in developing custom solutions in Salesforce Lightning using LWC and Apex; proficient in front-end technologies like HTML, JavaScript, and CSS
• Familiar with data integration tools and experienced in integrating Salesforce with various business systems, with strong knowledge of SQL, SOQL, Java, JavaScript, SLDS, and custom CSS
• Familiarity with platform authentication patterns (SAML, SSO, OAuth) and platform security capabilities (TLS, SSL)
• Experience in building scalable solutions using Visualforce, Apex, Web Services, and APIs
• Expertise in Salesforce Flows, Process Builder, and advanced declarative automation tools
• Experience handling large data volumes, data migration (Data Loader, ETL tools), and performance optimization in Salesforce
• Proven ability to quickly learn new technologies
• Consultative and customer-focused approach and engagement style
• Ability to collaborate with architects, developers, admins, and business stakeholders, translating requirements into scalable solutions
• Strong communication and presentation skills with an analytical mindset to understand requirements and design effective solutions that meet business needs in both 1:1 and group settings
• Demonstrated ability to communicate, present, and influence credibly and effectively
• Ability to prioritize, multi-task, and perform effectively under pressure

Preferred Qualifications

• Hands-on expertise in Sales Cloud capabilities such as Sales Cloud Digital Engagement, Sales Cloud Voice
• 3+ years of experience with Experience Cloud
• Development experience and Platform Developer II certification

Note: Success Guides will be expected to obtain Salesforce Advanced Administrator, Platform App Builder, and associated Cloud Consultant Certification within the first 90 days of hire if not already certified.