Senior Success Architect, Customer Adoption Strategy
Salesforce.Com Inc, Indianapolis, Indiana, us, 46262
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Job Category: Customer Success
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The
Customer Success Adoption team
is looking for a strategic and analytical
Senior Success Architect
to enhance the adoption pathway for our next-gen data and AI products. As we navigate the industry shift towards intelligent automation, our customers face the challenge of integrating data and gaining value from new technologies. In this role, you will analyze customer challenges, identify utilization patterns that lead to successful adoption, and convert these insights into effective strategies. Your key responsibilities will include: Defining Success Paths:
Analyze successful customer data to determine feature combinations and usage behaviors that foster long-term retention, establishing a standard for product adoption. Adoption Strategy:
Analyze product updates to discover high-value opportunities, crafting strategies for immediate adoption of new innovations upon release. Friction Resolution:
Conduct in-depth research on stalled implementations, categorizing common challenges in product adoption and designing interventions. Digital Strategy Collaboration:
Work with Digital Success teams to find opportunities for automating customer guidance and digitizing success methodology. ROI & KPI Frameworks:
Develop a library of Key Performance Indicators (KPIs) for customers to measure and demonstrate the value of their investment. Your Impact: Promote Roadmap Adoption:
Create actionable plans to promote the usage of newly released features, keeping customers at the forefront of our platform. Scale Success:
Transition from high-touch engagement to providing actionable recommendations for our digital channels and programs. Operationalize Value:
Develop frameworks enabling customers to measure not only usage but also outcomes. Empower the Field:
Equip our Customer Success Managers with data-driven playbooks and strategies for fostering productive adoption discussions. Qualifications: 8+ years in Customer Success Strategy, Product Adoption, or Program Management within B2B SaaS. Adoption Architect Experience:
A successful track record in simplifying complex technical products into actionable methodologies. Product-to-Value Translation:
Proficient in deriving business value and adoption opportunities from technical release notes. Data-Driven Mindset:
Skilled in analyzing product usage data to comprehend customer success and challenges. Value Realization Expertise:
Experience in defining metrics (ROI, CES, CSAT) and guiding customers on aligning technical features with business objectives. Curiosity & Empathy:
A commitment to understanding customer difficulties through direct engagement and feedback. Preferred Qualifications: Collaboration with Digital Customer Success or Digital Marketing teams. Familiarity with data platform adoption or emerging AI technologies. Strong background in building frameworks for Health Scores or Customer Maturity Models. An MBA or equivalent experience in Business Strategy or Operations. Why Join Us? This role offers a rare opportunity to shape the future of enterprise software adoption and develop concrete programs yielding significant business outcomes. Unleash Your Potential At Salesforce, you can unlock your full potential across all life areas. Our comprehensive benefits and resources promote well-being, while our AI agents amplify your impact. Join us to drive transformative experiences for customers of all sizes. If you require assistance due to a disability in applying for open positions, please submit a request via our Accommodations Request Form. Equal Opportunity Employment Statement Salesforce is an equal opportunity employer committed to non-discrimination in employment. We believe in equality for all and are dedicated to fostering an inclusive workplace free from discrimination. All employment decisions will be made based on merit without regard to protected classifications. In the U.S., compensation for this position will be determined by factors like location, job-related knowledge, skills, and experience. Certain roles may be eligible for additional compensation, equity, and benefits. We provide various benefits to promote overall well-being, such as time off programs, medical, dental, and vision coverage, mental health support, paid parental leave, life insurance, 401(k), and employee stock purchase options. More information about benefits can be found on our website. The typical base salary range for this role is $135,400 - $186,300 annually, with select metropolitan areas offering a range of $147,400 - $202,600 annually.
Customer Success Adoption team
is looking for a strategic and analytical
Senior Success Architect
to enhance the adoption pathway for our next-gen data and AI products. As we navigate the industry shift towards intelligent automation, our customers face the challenge of integrating data and gaining value from new technologies. In this role, you will analyze customer challenges, identify utilization patterns that lead to successful adoption, and convert these insights into effective strategies. Your key responsibilities will include: Defining Success Paths:
Analyze successful customer data to determine feature combinations and usage behaviors that foster long-term retention, establishing a standard for product adoption. Adoption Strategy:
Analyze product updates to discover high-value opportunities, crafting strategies for immediate adoption of new innovations upon release. Friction Resolution:
Conduct in-depth research on stalled implementations, categorizing common challenges in product adoption and designing interventions. Digital Strategy Collaboration:
Work with Digital Success teams to find opportunities for automating customer guidance and digitizing success methodology. ROI & KPI Frameworks:
Develop a library of Key Performance Indicators (KPIs) for customers to measure and demonstrate the value of their investment. Your Impact: Promote Roadmap Adoption:
Create actionable plans to promote the usage of newly released features, keeping customers at the forefront of our platform. Scale Success:
Transition from high-touch engagement to providing actionable recommendations for our digital channels and programs. Operationalize Value:
Develop frameworks enabling customers to measure not only usage but also outcomes. Empower the Field:
Equip our Customer Success Managers with data-driven playbooks and strategies for fostering productive adoption discussions. Qualifications: 8+ years in Customer Success Strategy, Product Adoption, or Program Management within B2B SaaS. Adoption Architect Experience:
A successful track record in simplifying complex technical products into actionable methodologies. Product-to-Value Translation:
Proficient in deriving business value and adoption opportunities from technical release notes. Data-Driven Mindset:
Skilled in analyzing product usage data to comprehend customer success and challenges. Value Realization Expertise:
Experience in defining metrics (ROI, CES, CSAT) and guiding customers on aligning technical features with business objectives. Curiosity & Empathy:
A commitment to understanding customer difficulties through direct engagement and feedback. Preferred Qualifications: Collaboration with Digital Customer Success or Digital Marketing teams. Familiarity with data platform adoption or emerging AI technologies. Strong background in building frameworks for Health Scores or Customer Maturity Models. An MBA or equivalent experience in Business Strategy or Operations. Why Join Us? This role offers a rare opportunity to shape the future of enterprise software adoption and develop concrete programs yielding significant business outcomes. Unleash Your Potential At Salesforce, you can unlock your full potential across all life areas. Our comprehensive benefits and resources promote well-being, while our AI agents amplify your impact. Join us to drive transformative experiences for customers of all sizes. If you require assistance due to a disability in applying for open positions, please submit a request via our Accommodations Request Form. Equal Opportunity Employment Statement Salesforce is an equal opportunity employer committed to non-discrimination in employment. We believe in equality for all and are dedicated to fostering an inclusive workplace free from discrimination. All employment decisions will be made based on merit without regard to protected classifications. In the U.S., compensation for this position will be determined by factors like location, job-related knowledge, skills, and experience. Certain roles may be eligible for additional compensation, equity, and benefits. We provide various benefits to promote overall well-being, such as time off programs, medical, dental, and vision coverage, mental health support, paid parental leave, life insurance, 401(k), and employee stock purchase options. More information about benefits can be found on our website. The typical base salary range for this role is $135,400 - $186,300 annually, with select metropolitan areas offering a range of $147,400 - $202,600 annually.