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Job Category
Customer SuccessJob 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.
Cloud Success Readiness improves customer Adoption and Product Quality by proactively addressing the most relevant customer needs, and by readying our stakeholders to deliver product innovation to our customers. As a Readiness Architect, you will be responsible for understanding the Industries Cloud product portfolio, maintaining deep knowledge of product capabilities, and how they map to key customer use cases. You will leverage your product knowledge and technical expertise to surface product insights and recommendations, and document Product Feedback for the T&P organization. You'll work closely with Cloud Success teams, including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders to scale your product expertise and knowledge of the product lifecycle to better enable their work with customers.
You will manage your work via Strategic Initiatives across the product lifecycle including new products and features, end-of-life retirements, and strategic programs such as migration or adoption efforts. You will act as early adopters to bring architectural guidance, product expertise, innovation, and knowledge capital to our stakeholders in Customer Success and Technology & Products.
The ideal candidate will be comfortable collaborating within a larger team of subject matter experts and developing key stakeholder relationships across the organization to influence decision making.
Key Responsibilities:
Product Lifecycle & Subject Matter Expertise
- Maintain a deep technical, functional, and domain understanding of the Industries Cloud product portfolio, roadmap, and all in-market and new products.
- Act as an early adopter, developing expertise for all new product introductions, feature releases, large-scale migrations, or product retirements.
- Practice continuous learning through first-hand product experimentation and participation in Product-driven betas and pilots.
Strategic Alignment & Product Feedback
- Establish and own relationships with Product Management Leaders and key subject matter experts, strengthening the strategic partnership with T&P.
- Engage T&P and CSG stakeholders in the development of product feedback and roadmaps.
- Identify, document, and track recommended product enhancements based on customer, partner, and internal stakeholder input.
- Develop product requirements and deliver them to Product Leadership for roadmap consideration.
Stakeholder Enablement & Readiness
- Document best practices and learnings from product interactions (like pilots and pre-launch discovery) to deliver readiness for scale.
- Deliver this knowledge capital and architectural guidance to Cloud Success teams, including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders.
- Collaborate with your Cloud Success team to create a holistic strategic approach that supports the overall product strategy and customer success.
Customer Adoption Strategy
- Provide product expertise to support the creation and rollout of strategies aimed at improving the product adoption score.
- Actively participate in efforts to improve overall customer health for the product.
Continuous Improvement
- Work with other Readiness Success Architects across Cloud Success to share best practices and continuously improve the team's operating model.
- Executive Communication: Strong oral and written communication skills. Proven record of presenting to and updating internal and external stakeholders, including executive personas.
- Prioritization Agility: Approach work with a 'beginner's mind' and shift focus and direction when needed to drive higher priority outcomes.
- Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- Critical & Strategic Thinking: Ability to confidently synthesize a broad array of information, identify themes, and develop tactical plans to drive meaningful business changes with executives.
- Subject Matter Expertise: Can apply domain and product knowledge to influence product leaders' priorities and design decisions. Build relationships as a trusted partner with the Technology & Product organization.
- Content & Training Development: Creating, managing, and distributing relevant training materials that are visually clear to meet the needs of varying audiences of business and technical aptitude.
- Cross-Functional Alignment: Acting as a liaison between departments such as product and engineering, and customer success roles like Guides, Support, and Architects to ensure content is accurate and impactful.
- 9+ years of experience in a Customer Success or Product Management individual contributor role in the SaaS industry.
- Hands-on experience working with Salesforce products, including deep understanding of the current product suite and product capabilities that meet common customer use cases; understanding of competitor products and landscape a plus.
- Track record of collaborating within a team of subject matter experts who deliver against strategic business initiatives.
- Has held positions requiring interaction with both technical and non-technical stakeholders across different functions. Understands and can translate customer use cases to technical and functional requirements.
- Has developed enablement materials and delivered training to functional and technical audiences.
- Enablement, consulting, or Salesforce product experience a plus.
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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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.
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.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.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.Skills Required
- 9+ years of experience in a Customer Success or Product Management role in the SaaS industry
- Hands-on experience working with Salesforce products
- Track record of collaborating within a team of subject matter experts
- Experience interacting with both technical and non-technical stakeholders
- Experience developing enablement materials and delivering training
Salesforce Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Salesforce and has not been reviewed or approved by Salesforce.
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Fair & Transparent Compensation — Pay is positioned as above-market in the U.S., with multiple peer-reported benchmarks converging around a similar median total compensation figure. Compensation is also framed as broadly viewed as fair in aggregate, even while acknowledging variation by role and group.
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Parental & Family Support — Parental leave is described as notably generous for U.S. caregivers, with additional supports like gradual return-to-work and doula reimbursement. Family-building programs are also emphasized through fertility/adoption/surrogacy support with sizeable reimbursement limits.
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Wellbeing & Lifestyle Benefits — Mental-health and coaching offerings are highlighted as accessible supports alongside financial-wellbeing tools. Volunteer Time Off and donation matching are presented as distinctive lifestyle-aligned benefits that add value beyond cash compensation.
Salesforce Insights
What We Do
Salesforce is the #1 AI CRM, where Humans with agents drive customer success together. Through Agentforce, our groundbreaking suite of customizable agents and tools, Salesforce brings autonomous AI agents, unified data from any source, and best-in-class Customer 360 apps together on one integrated platform to help companies connect with customers in a whole new way. Salesforce is democratizing AI agents for businesses of every size and industry so every company can embrace a workforce without limits. Our low code, open, and secure platform helps companies build and customize Salesforce fast so they can safely scale AI-powered work to every customer and employee experience and transform their business. Salesforce is proud to be the market leader, but we’re even more proud to lead in philanthropy, innovation and culture. Guided by core values of trust, customer success, innovation, equality, and sustainability, Salesforce is more than a business — we’re a platform for change.
Why Work With Us
There’s no typical day in the life of a Salesforce employee. You could be transforming our next AI innovation — or transforming your community. Closing deals — or closing your laptop for a day of Volunteer Time Off. Driving change for our customers — or driving change within one of our high-performing teams.
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