Manager, Success Guide- Onboarding- Marketing

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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 Manager, Customer Onboarding (Core & Industry Clouds) is responsible for leading a team of Onboarding Specialists across AMER and LATAM to ensure new Salesforce customers are successfully welcomed post-sale, quickly realize value from their investment, and are set up for long-term success.

We are seeking a customer-focused, results-driven leader with exceptional collaboration and communication skills to lead this high-performing team. In this role, you will drive performance against key KPIs, ensure high-quality onboarding engagements that deliver meaningful customer outcomes. You will also coach and develop a diverse team, while contributing as a strategic partner across the organization to continuously improve both the customer and employee experience.

This position requires a strong blend of operational excellence and strategic thinking, with a focus on performance management, standardized onboarding practices, and influencing global delivery strategies that elevate customer success and team engagement.

Responsibilities:

Oversee all aspects of day-to-day management for the Onboarding Specialists team, including:

• Lead and inspire a team of Onboarding Specialists, fostering a culture of excellence, growth, and customer impact.
• Manage recruiting, hiring, employee onboarding, and ongoing career development for team members.
• Mentor and coach team members through regular 1:1s, performance reviews, and call shadowing to deliver high-quality Onboarding Engagements that drive meaningful customer outcomes.
• Consistently meet or exceed monthly, quarterly, and annual business targets; provide accurate analysis on team performance and delivery metrics.
• Report on regional onboarding activities, including customer health, delivery risks, weekly scorecards, and productivity metrics, to senior leadership.
• Partner with senior management on capacity planning, resource allocation, and prioritization to ensure operational efficiency.
• Act as a regional point of escalation for Onboarding issues and customer concerns.
• Collaborate cross-functionally to share best practices, align on scalable processes, and ensure consistent global delivery standards.
• Maintain a deep understanding of Salesforce products and guide your team to effectively communicate relevant features and functionality based on customer needs.

Qualifications & Skills Required:

• Minimum of 3 years of proven people management experience.
• Strong business acumen with the ability to align Salesforce solutions to customers’ business objectives.
• Proven success collaborating with C-suite executives and senior business leaders.
• Relevant experience in Customer Success, Program Management, or Account Management.
• Excellent interpersonal skills, adept at building and maintaining effective cross-functional relationships.
• Exceptional verbal and written communication skills, able to connect teams at all levels and deliver compelling presentations.
• Strong analytical capabilities to manage Onboarding team metrics, productivity, and outcomes using the Salesforce platform.
• Sharp critical thinking with the ability to leverage data insights to identify trends and risks.
• Highly self-motivated, organized, and able to prioritize and multitask effectively under pressure.
• Demonstrated talent management expertise, including recruitment, retention, and team development.
• Passionate about fostering a positive and collaborative team culture.
• Deep knowledge of Salesforce features, capabilities, best practices, and deployment strategies.
• Salesforce certifications (e.g., AI Specialist, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant) are an asset.

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.

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Posting Statement

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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.