Salesforce · 1 week ago
Senior Success Architect, Product Adoption
Indiana - Indianapolis
Full-time
Hybrid
Senior Level, Lead/Staff
$135K/yr - $186K/yr
8+ years expSalesforce is the #1 AI CRM, where humans with agents drive customer success together. The Senior Success Architect will decode the adoption journey for data and AI products, identifying usage patterns and translating insights into scalable strategies to enhance customer success.
Agentic AIArtificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
Responsibilities
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
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
Lead deep-dive research into stalled implementations to categorize common 'failure modes' in product adoption and design programmatic interventions to solve them
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
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
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
Move our adoption strategy from 'high-touch' human intervention to specific recommendations that inform our digital channels and scaled programs
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%')
Equip our CSMs and Success Managers with the data-backed playbooks and strategies they need to drive healthy adoption conversations
Qualification
Required
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
Preferred
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
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
Chairman & Ceo Salesforce India
Marc Benioff
Chair & CEO
Recent News
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