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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 Success Guide team help customers realize value from Salesforce products by delivering timely, high-quality 1:1 guidance and best practices. This role focuses on supporting customer adoption through Success Requests and Expert Coaching Sessions while building strong product expertise and consultative skills.

Success Guides work closely with customers and internal partners to answer technical questions, unblock adoption challenges, and help customers move forward with confidence. This role is ideal for someone who enjoys problem-solving, learning deeply, and growing into a trusted customer advisor.

Success Guides operate within defined engagement models and Global Guide Standard Operating Procedures (SOPs), with support from Senior and Principal Guides as they build expertise, confidence, and impact.

Your Impact

Customer Enablement: Help customers understand and adopt Salesforce products through clear, actionable guidance
1:1 Engagement Delivery: Deliver Success Requests and Expert Coaching Sessions with consistency and quality
Product Growth: Develop strong foundational expertise in assigned products and continuously expand knowledge
Customer Experience: Contribute to positive customer outcomes, satisfaction, and confidence in using Salesforce
Operational Excellence: Execute work reliably and efficiently in alignment with Global Guide SOPs
Collaboration: Partner effectively with Success Managers, Support, and peers to deliver cohesive customer experiences
Continuous Learning: Actively participate in enablement, Trailhead, and on-the-job learning opportunities

Responsibilities

Deliver 1:1 Expert Coaching Sessions and respond to Success Requests under defined engagement models
Provide practical best practices and technical guidance across core product capabilities
Assist customers with configuration questions, troubleshooting, and adoption blockers
Support adoption and value realization for customers across assigned segments
Escalate complex scenarios appropriately and collaborate with senior team members
Maintain accurate case notes, documentation, and follow-ups in internal systems
Participate in team enablement, shadowing, and certification efforts
Stay current on Salesforce releases and product updates
Complete all required company and role-based ACT courses on schedule

Required Qualifications & Skills

2+ years of relevant experience in customer success, technical support, consulting, or a technical customer-facing role
Foundational experience with Salesforce or related enterprise software
Strong problem-solving mindset and desire to learn complex products
Customer-first, consultative communication style
Ability to explain technical concepts clearly to non-technical audiences
Strong written and verbal communication skills
Ability to manage multiple requests, prioritize effectively, and meet commitments

Preferred Qualifications & Skills

Experience with the Salesforce Core Platform or Business Intelligence tools, analytics, reporting solutions.
Salesforce or Tableau certifications (or active pursuit of certification)
Experience supporting customers in a SaaS environment
Exposure to data modeling, reporting, or dashboarding concepts
Multilingual capabilities

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.

Senior Customer Success Guide, Core Platform - Italian or Spanish Speaking

Job Description