Senior Success Architect – Service Cloud

Role Overview

• Evolve Service Cloud "Adoption Paths": Analyze usage patterns across our most successful Service Cloud customers to identify the specific feature combinations (e.g., Knowledge + Omni-Channel + Einstein) that drive high retention and agent productivity.
• Friction Analysis & Resolution: Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale.
• Release-Based Adoption Strategy: Proactively analyze Service Cloud roadmaps to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release.
• Digital Strategy Partnership: Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology.
• Drive Roadmap Adoption: Ensure that as new Service Cloud features drop, we have a clear plan for how to drive their usage so we can keep customers on the cutting edge of the platform.
• Scale Success: Move our adoption strategy from relying solely on CSMs to utilizing data-backed 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 set up the console") but outcomes (e.g., "we reduced case resolution time by 20%").
• Empower the Field: Equip our field teams with the data-backed playbooks and narratives they need to drive healthy adoption conversations with Service leaders.

Requirements

• 8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations
• Strategic Problem Solving: Proven ability to generate strategic insights that drive measurable business outcomes, moving beyond data reporting to actionable recommendations.
• Service Operations Fluency: Familiarity with the metrics that matter to Service leaders (Average Handle Time, First Contact Resolution, CSAT/NPS) and the operational challenges of running a contact center.
• Adoption Architect: Experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.
• Data-Driven Mindset: Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data (SQL/Tableau proficiency is a plus).
• Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to get to the root cause of adoption blockers.
• Preferred Qualifications: MBA or advanced degree in business, analytics, or related field. Experience with Service Cloud, Contact Center as a Service (CCaaS), or Workforce Management (WFM) technologies. Proficiency in data visualization tools (e.g., Tableau, CRM Analytics).

Tech Stack

• Cloud
• SQL
• Tableau

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program