Senior Success Architect, Product Adoption

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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.

• Define "Success Paths": Analyze data from our most successful customers to identify the specific feature combinations and usage behaviors that lead to long-term retention, creating the "standard" for how customers should adopt our products.
• Release-Based Adoption Strategy: Proactively analyze product roadmaps and feature releases to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release.
• Friction Analysis & Resolution: Lead deep-dive research into stalled implementations to categorize common "failure modes" in product adoption and design programmatic interventions to solve them.
• Digital Strategy Partnership: Partner with our Digital Success teams to identify high-impact opportunities to automate guidance and provide the subject matter expertise needed to digitize our success methodology.
• ROI & KPI Frameworks: Develop the standard library of Key Performance Indicators (KPIs) that customers should track to prove the business value of their investment to their internal leadership.

• Drive Roadmap Adoption: Ensure that as new features drop, we have a clear plan for how to drive their usage so we can keep customers on the cutting edge of our platform.
• Scale Success: Move our adoption strategy from "high-touch" human intervention to specific recommendations that inform our digital channels and scaled programs.
• Operationalize Value: Create the frameworks that allow customers to measure not just usage (e.g., "we turned it on") but outcomes (e.g., "we improved efficiency by 20%").
• Empower the Field: Equip our CSMs and Success Managers with the data-backed playbooks and strategies they need to drive healthy adoption conversations.

• 8+ years in Customer Success Strategy, Product Adoption, or Program Management within B2B SaaS.
• Adoption Architect: Proven experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.
• Product-to-Value Translation: Ability to read technical release notes and immediately understand the business value and adoption opportunity for the customer base.
• Data-Driven Mindset: Ability to look at product telemetry and usage data to hypothesize why cohorts of customers are succeeding or failing.
• Value Realization Expert: Experience defining business metrics (ROI, CES, CSAT) and teaching customers how to map technical features to business goals.
• Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins to get to the root cause of adoption blockers.

• Experience collaborating with Digital Customer Success or Digital Marketing teams.
• Experience with data platform adoption or emerging AI technology cycles.
• Strong proficiency in building frameworks for "Health Scores" or Customer Maturity Models.
• MBA or relevant experience in Business Strategy or Operations.

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.

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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.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $123,100 - $227,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $147,400 - $247,900 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.