Senior Manager, Salesforce Engineering, Customer Experience

ZoomInfo•Waltham, MA

41d•Hybrid

About The Position

With rapid growth and an expanding customer base, our internal systems need to be just as scalable and agile as the product we deliver. Salesforce sits at the core of our GTM and customer lifecycle strategy. We're looking for a Senior Manager of Salesforce Engineering to lead the strategy, development, and scaling of the systems that power our post sales Customer experience . You'll own the engineering roadmap for Salesforce Service Cloud and Gainsight, ensuring our teams have the tools and insights they need to deliver exceptional outcomes for every customer.

Requirements

10 + years of experience in salesforce engineering, with 5+ years of hands-on leadership in Salesforce service cloud development and operations.
Deep understanding of Salesforce architecture and custom development (Apex, LWC, SOQL, Flows).
Proven experience implementing and managing Copado or other Salesforce DevOps tools for version control, CI/CD, and release pipelines.
Leverage AI/ML to drive innovation across customer support, onboarding, and success systems, improving automation, ticket resolution, and customer satisfaction.
Lead the integration and adoption of AI-powered platforms (e.g., chatbots, smart routing, sentiment analysis) to enhance operational efficiency and customer experience.
Strong experience with Boomi or similar integration platforms (Mulesoft, Workato, etc.), including integration design, monitoring, and error handling.
Track record of leading Salesforce implementations and supporting GTM functions in a fast-paced SaaS environment.
Solid grasp of data architecture, governance, and compliance (GDPR, SOX, etc.).
Strong communication and stakeholder management skills; ability to align technical solutions with strategic business objectives.
Salesforce certifications (e.g., Service Cloud Consultant, Experience cloud consultant )

Nice To Haves

Familiarity with customer success KPIs such as NPS, churn risk, adoption metrics, and expansion forecasting.
Experience supporting knowledge bases, self-service portals, in-app chat, or AI-powered support tooling.
Background in post-merger org consolidation or multi-cloud Salesforce environments.
Understanding of product-led growth strategies and usage-based billing models.

Responsibilities

Lead Salesforce Engineering supporting Customer support, Customer onboarding and customer success
Own the end-to-end architecture and development of platforms that power our post-sale experience, including Salesforce Service Cloud and Gainsight.
Drive improvements in case management, ticket routing, escalation processes, customer onboarding, and proactive health monitoring.
Build scalable, secure integrations between Salesforce, Gainsight, and the broader SaaS ecosystem using APIs and integration tools.
Experience integrating AI-powered chatbots, voice bots, and digital assistants into customer service and onboarding channels
Build and lead a high-performing team of engineers and admins focused on Salesforce development, integration, and operations.
Ensure our Salesforce service cloud is scalable, performant, and aligned to business goals across Customer support, Onboarding and success.
Lead a team of engineers and administrators focused on support and success technology.
Implement engineering best practices including code quality standards, agile planning, and DevOps/CI-CD workflows. Champion and manage DevOps for Salesforce using Copado, including version control, automated testing, release management, and environment strategy.
Foster a high-performance, inclusive team culture centered on collaboration, innovation, and continuous learning.
Oversee the integration of Salesforce service cloud with internal systems and external platforms via Boomi (or equivalent middleware/iPaaS), ensuring smooth data flows and reliable business processes.
Work cross-functionally with RevOps, Post Sales Business teams, Product, and IT leaders to understand requirements and translate them into scalable technical solutions.
Collaborate with the data team to enable reporting, analytics, and data governance across Salesforce and connected systems.
Foster a collaborative, high-ownership team culture grounded in continuous improvement, innovation, and learning.
Mentor and coach team members on Salesforce best practices, architecture, and leadership development.
Identify and address gaps in skills, process, or tooling to accelerate team impact.