Salesforce

Senior Success Architect, Product Adoption

Salesforce

full-time

Posted on:

Location Type: Hybrid

Location: Indianapolis • New York • Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $135,400 - $186,300 per year

Job Level

Senior

About the role

  • Investigate why customers struggle, identify usage patterns that correlate with deep adoption, and translate insights into scalable strategies.
  • Define the "Success Path" by taking what we learn from early adopters and codifying it into outcome-based frameworks and best practices.
  • Act as a key stakeholder in our digital strategy by identifying opportunities to scale insights through our digital success plans.
  • Lead deep-dive research into stalled implementations to categorize common "failure modes" in product adoption and design programmatic interventions to solve them.
  • Develop the standard library of Key Performance Indicators (KPIs) that customers should track to prove the business value of their investment.

Requirements

  • 8+ years in Customer Success Strategy, Product Adoption, or Program Management within B2B SaaS.
  • Proven experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.
  • Ability to read technical release notes and immediately understand the business value and adoption opportunity for the customer base.
  • Ability to look at product telemetry and usage data to hypothesize why cohorts of customers are succeeding or failing.
  • Experience defining business metrics (ROI, CES, CSAT) and teaching customers how to map technical features to business goals.
  • A strong desire to "learn the struggle" and interview frustrated admins to get to the root cause of adoption blockers.
Benefits
  • time off programs
  • medical
  • dental
  • vision
  • mental health support
  • paid parental leave
  • life and disability insurance
  • 401(k)
  • employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Success StrategyProduct AdoptionProgram ManagementB2B SaaSTechnical Product AnalysisMaturity Model DevelopmentBusiness Metrics DefinitionKPI DevelopmentData AnalysisTelemetry Analysis
Soft skills
Stakeholder EngagementResearch SkillsProblem SolvingCommunicationInterviewingAnalytical ThinkingAdaptabilityCollaborationCustomer EmpathyStrategic Thinking