• Customer Success
• People Management
• Coaching
• Data Cloud
• Salesforce CRM
• Proactive Customer Engagement
• Attrition Mitigation
• Performance Management
• Stakeholder Management
• Cross-functional Collaboration
• AI + Data Readiness

As a Manager of Success Guides, you will lead and coach a team of Success Guides who deliver Expert Coaching Sessions and handle Success Requests for Premier and Signature customers. A key focus of this role is driving the shift from reactive support to proactive outreach — identifying at-risk accounts early and deploying targeted guidance to reduce churn and maximize customer adoption.

You will be responsible for implementing proactive engagement workflows, monitoring team performance metrics such as Reach, Inflow, and Closures, and ensuring the team scales effectively to meet business demand. Day-to-day, you will balance high-volume reactive requests with high-impact proactive initiatives while maintaining strong operational standards and SOP adherence.

You will coach your team on delivering prescriptive recommendations that advance customer adoption and AI + Data readiness, particularly across Data 360 features and Salesforce Core/Data Cloud products. You will also support onboarding and ramping new hires to become cross-cloud experts quickly.

This role requires close partnership with Success Managers and Account Executives to identify high-priority accounts needing proactive intervention, as well as contributing to process improvements that increase overall team efficiency. Fostering an inclusive, growth-oriented team culture in a fast-paced AI and Data landscape is essential.