Senior Success Guide (Life Sciences Cloud)

Salesforce•Seattle, WA

22h

About The Position

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Role Description The Senior Success Guide, Life Sciences Cloud, plays a critical role in helping customers realize value and accelerate adoption of Salesforce’s Industry Cloud solutions for Life Sciences. This role supports customers across commercial, clinical, and operational use cases in highly regulated environments, ensuring they drive measurable outcomes while maintaining compliance and efficiency. Senior Success Guides blend industry knowledge with deep product expertise across Life Sciences Cloud capabilities and use AI-driven insights to provide timely, prescriptive recommendations. The role is both proactive and reactive — delivering 1:1 Success Requests, Expert Coaching Sessions, and serving as a trusted advisor to customers as they mature their Life Sciences processes. Success Guides collaborate closely with Success Managers, Account Executives, Support, Architects, and Readiness teams to help customers reach their business goals and maximize adoption. Your Impact Provide prescriptive recommendations, best practices, and technical guidance to improve Life Sciences Cloud adoption and accelerate business outcomes. Deliver 1:1 Expert Coaching Sessions and respond to Success Requests across Premier and Signature accounts. Become a subject matter expert in Life Sciences Cloud capabilities, including commercial workflows, medical and compliance processes, clinical operations, integrations, and data models. Help customers operationalize industry-standard processes while supporting compliant, scalable workflows. Serve as a trusted advisor for customers across key features and use cases, helping them mature their Life Sciences programs. Administer work in alignment with Global Guide SOPs to ensure operational consistency and excellence. Partner effectively with cross-functional teams to drive customer success, address risks, and support account strategies. Participate in ongoing enablement to stay current on product innovations, industry trends, and regulatory considerations.

Requirements

4+ years of experience in customer success, solution consulting, or implementation roles — ideally within the Life Sciences industry.
Strong understanding of Life Sciences business processes (commercial, medical, clinical, safety, or regulatory).
Ability to quickly learn new technologies and translate them into prescriptive customer value.
Strong consultative, problem-solving, and communication skills.
Proven ability to influence and communicate effectively with technical and business audiences.
Excellent written and verbal communication skills.

Nice To Haves

Experience with Industry Clouds, particularly Life Sciences Cloud or Health Cloud.
Familiarity with regulated processes and compliance frameworks (e.g., GxP, 21 CFR Part 11, validation requirements).
Experience supporting enterprise-scale transformations in the Life Sciences ecosystem.
Salesforce Admin or Architect-level skills; Trailhead Ranger is a plus.
Bilingual or multilingual fluency.
Engagement in Life Sciences or Salesforce community groups.

Responsibilities

Deliver 1:1 Expert Coaching Sessions and respond to Success Requests focused on Life Sciences Cloud configurations, best practices, and workflow optimization.
Provide actionable, prescriptive guidance across core capabilities such as commercial operations, medical and safety processes, patient and provider engagement, clinical operations, data models, and compliant architectures.
Drive proactive engagements that help customers accelerate Life Sciences Cloud adoption and time to value.
Contribute to internal knowledge resources and act as a mentor to peers within the Guide organization.
Collaborate with cross-cloud partners to provide product and process feedback, support enablement, and influence roadmap improvements.
Complete all required ACT courses and participate in ongoing product and industry upskilling.
Stay current on Salesforce releases, Industry Cloud innovation, and AI-enabled capabilities relevant to Life Sciences.