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 certifications (or active pursuit of a certification)
Experience supporting customers in a SaaS environment
Exposure to data modelling, reporting, or dashboarding concepts
French or German Speaking
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