Manager, Success Guide

As the Manager, Success Guides, you will be a strategic and people-first leader responsible for hiring, developing, and empowering a team of Industry and Revenue Cloud Success Guides. Your team will deliver Expert Coaching and Proactive Customer Engagements virtually, driving measurable adoption and customer value at scale. **Key Responsibilities:** - Lead all aspects of day-to-day team management, including hiring, onboarding, training, and career development. - Coach Success Guides to deliver high-quality Expert Coaching and Proactive Customer Engagements that inspire adoption and business impact. - Track and communicate key performance metrics (CSAT, Completion %, TTR, Throughput, Reach %, etc.) to drive accountability, operational excellence, and continuous improvement. - Build trusted partnerships across Support, Product, Onboarding, Architects, Instructors, CSMs, and REDs to reduce engagement friction and ensure customers connect with the right expertise at the right time. - Present to and manage key stakeholders up and including the EVP level and beyond. - Collaborate with peer Success Guide Managers and cross-functional leaders to align execution with business objectives and scale best practices globally. - Recognize trends and gaps in delivery readiness; lead enablement efforts to ensure the team is confident and effective with evolving products. - Identify and pilot innovative approaches, processes, and resources that increase reach and adoption while improving customer experience. - Foster a culture of trust, inclusivity, and growth by embodying Salesforce's values and creating a safe environment for open feedback, collaboration, and talent development. - Set a team precedent by actively using AI tools to inspire an AI-driven workforce, driving productivity and efficiency. **Qualifications Required:** - BA/BS Degree (or equivalent experience). - 3+ years of people management experience with a proven track record in coaching, mentoring, and career development. - Strong background in Customer Success strategy, role definition, and execution. - Experience engaging with senior executives, with the ability to translate technical solutions into business outcomes. - Analytical and data-driven, with the ability to manage metrics, productivity, and outcomes using the Salesforce platform, and translate this into applicable business insights. - Exceptional communication skills: strong written, verbal, and presentation abilities. - Highly organized and self-directed, able to prioritize, multitask, and deliver results under pressure. - Familiarity with the Salesforce ecosystem; knowledge of Salesforce Industry or Revenue Cloud a plus.,