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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.

As Sr. Manager of Qualified Success Architecture, you will lead a team of Success Architects who get customers live, adopted, and renewed on Qualified. You report to the Director of Qualified Success Architecture, and you partner with them to turn strategy into consistent, high-quality delivery across your team’s customers.

You will be the senior escalation point and trusted advisor for your team’s most strategic accounts, and a working partner to your counterparts in Product, Sales, Marketing, and Salesforce account teams. 

This is a player-coach seat. You will build and coach a strong team, and you will also step into the room when a customer’s rollout, QBR, or renewal needs senior technical leadership. You will be the voice of what customers really need, and you will earn credibility by being close to the work.

What You Will Be Doing:

• Hire, onboard, and develop Success Architects within the approved hiring plan. Raise the bar with every hire.
• Coach for growth. Build clear career paths, and retain top performers by giving them stretch work, visibility, and a reason to stay.
• Run the team’s operating rhythm: capacity, account assignments, risk reviews, and pipeline of renewals and expansions.
• Model the culture: curious, accountable, customer-obsessed, and fun to work with.
• Personally manage 2 to 5 of the team’s highest-need accounts, including those that are at risk, large, or complex.
• Ensure your team executes the Qualified Implementation Framework consistently, and bring back what you learn so it keeps improving.
• Guide strategic customers through architecture, data model, and rollout alongside the Enterprise Architects who run their stack.
• Prepare and deliver executive-level Quarterly Business Reviews that tie Qualified to customer revenue goals.
• Own adoption, health, and renewal outcomes for your team’s book. Know every at-risk account before it knows itself.
• Turn successful customers into advocates through case studies, testimonials, and speaking moments, working hand in hand with Marketing.
• Give the Director a clear, current view of customer health, renewal risk, and expansion opportunity for your team.
• Recommend changes to team design, capacity, and investment based on what you see in the book.
• Build and sustain executive relationships across Salesforce and our customers.
• Co-plan with Salesforce teams on joint customers, joint pipeline, and joint wins.
• Engage in internal product discussions, bringing customer feedback into actionable insights to help shape the product roadmap

Qualifications:

• 8+ years of Mid Market/Enterprise software experience
• 1+ year of people management experience
• Bachelors Degree required
• A track record of hiring, developing, and retaining strong individual contributors.
• Excellent interpersonal, communication, persuasion, presentation and writing skills
• You command a room, from a customer's CMO to a Salesforce executive.
• Deep working knowledge of Salesforce CRM
• Deep working knowledge of Qualified
• Working knowledge of marketing automation systems
• Knowledge in web / scripting technologies, HTML, CSS, JavaScript and SaaS applications
• Outstanding problem-solving skills, including the ability to meet a business requirement with a technical solution
• Must be willing to work in a fast-paced startup environment with multiple roles
• Passion for making customers successful with software solutions

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.

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.