Senior Success Architect, Product Adoption

Salesforce•Indianapolis, IN

About The Position

The Customer Success Adoption team is looking for a strategic and analytical Senior Success Architect to decode the adoption journey for our next generation of data and AI products. As we lead the industry shift toward intelligent and autonomous automation, our customers face new challenges in connecting their data and realizing value from these emerging technologies. In this role, you will investigate why customers struggle, identify the usage patterns that correlate with deep adoption, and translate those insights into scalable strategies. You will be responsible for defining the "Success Path" by taking what we learn from early adopters and codifying it into outcome-based frameworks and best practices. You will act as a key stakeholder in our digital strategy by identifying opportunities to scale these insights through our digital success plans and influencing how we support customers at scale.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.