Sr. Manager, Salesforce Customer Experience Management

The Position:

We are seeking a  Sr. Manager, Salesforce Customer Experience Management to lead the strategy, design, delivery, and optimization of customer-facing digital experiences built on the Salesforce platform. This role sits within the Salesforce Engineering team and is ideal for a highly technical, seasoned leader with deep expertise in Salesforce Experience Cloud, strong knowledge of Sales Cloud and Marketing Cloud, and a practical understanding of UI/UX principles.

The Senior Manager will partner closely with Product, Engineering, Marketing, Sales, Customer Success, and executive stakeholders to deliver scalable, intuitive, and high-performing digital experiences for customers, partners, and internal users. This leader will be responsible for translating business goals into platform capabilities, guiding technical teams, improving user journeys, and ensuring Salesforce solutions are secure, maintainable, and aligned with enterprise architecture standards.

Key Responsibilities:

Customer Experience Strategy

• Lead the vision, roadmap, and execution of Salesforce-powered customer experience initiatives, with a primary focus on Salesforce Experience Cloud portals, communities, and digital engagement platforms.
• Partner with business and technology leaders to define customer journeys, identify friction points, and deliver solutions that improve engagement, self-service, conversion, retention, and operational efficiency.
• Drive alignment between customer experience goals and Salesforce platform capabilities across Experience Cloud, Sales Cloud, Marketing Cloud, and related integrations.

Salesforce Platform Leadership

• Serve as a senior technical leader and subject matter expert for Salesforce Experience Cloud architecture, configuration, customization, security, sharing, personalization, content management, and performance.
• Guide the design and implementation of scalable Salesforce solutions that support customer, partner, and employee-facing experiences.
• Collaborate with architects and engineering teams on solution design, data models, integration patterns, APIs, identity management, SSO, role-based access, and platform governance.
• Ensure Salesforce solutions are built with long-term maintainability, reusability, performance, accessibility, and security in mind.

Engineering and Delivery Management

• Lead and mentor a team of Salesforce engineers, administrators, analysts, and/or product-focused technologists.
• Manage delivery across the full software development lifecycle, including discovery, requirements, solution design, development, testing, release management, adoption, and continuous improvement.
• Partner with Agile teams to prioritize work, manage dependencies, remove blockers, and ensure high-quality execution.
• Establish engineering standards, documentation practices, QA expectations, release discipline, and platform operating procedures.

Experience Cloud, Sales, and Marketing Alignment

• Oversee customer and partner portal capabilities, including onboarding flows, knowledge access, case management, lead capture, account-based experiences, personalization, campaign landing experiences, and authenticated user journeys.
• Collaborate with Sales and Marketing teams to support lead generation, campaign engagement, customer segmentation, lifecycle communications, and seamless handoffs across the funnel.
• Identify opportunities to better connect Experience Cloud with Sales Cloud, Marketing Cloud, Service Cloud, analytics tools, and external systems.

UI/UX and Digital Experience

• Apply strong UI/UX judgment to improve usability, navigation, information architecture, accessibility, content presentation, and overall digital experience quality.
• Partner with UX designers, product managers, and stakeholders to translate customer needs into intuitive portal and web experiences.
• Use analytics, feedback, journey mapping, usability insights, and adoption metrics to continuously refine the experience.
• Champion a customer-first mindset while balancing technical feasibility, business value, and platform constraints.

Stakeholder and Executive Leadership

• Act as a trusted advisor to senior business and technology stakeholders on Salesforce customer experience strategy, technical tradeoffs, delivery planning, and platform investment decisions.
• Communicate complex technical concepts clearly to both technical and non-technical audiences.
• Influence cross-functional teams and drive decisions across Product, Engineering, Marketing, Sales, Customer Success, Security, Legal, and Operations.
• Provide clear reporting on roadmap progress, risks, dependencies, platform health, adoption, and business impact.

Who You Are:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.
• 8+ years of experience in leading CRM, customer experience, sales, marketing, or digital platform initiatives.
• 5+ years of Salesforce platform experience.
• 3+ years of experience leading technical teams, engineering managers, Salesforce teams, or cross-functional delivery teams.
• Deep hands-on expertise with Salesforce Experience Cloud, including authenticated and unauthenticated experiences, portal architecture, audience targeting, page design, CMS/content, sharing/security models, and Lightning Web Components.
• Strong working knowledge of Sales Cloud and Marketing Cloud, including customer lifecycle processes, lead management, campaign engagement, segmentation, and CRM-driven customer journeys.
• Strong technical understanding of Salesforce platform capabilities, including Flows, Apex, Lightning Web Components, APIs, data modeling, permission sets, profiles, sharing rules, automation, integrations, and deployment practices.
• Experience designing and delivering scalable customer-facing Salesforce solutions in an enterprise environment.
• Ability to evaluate technical designs, challenge assumptions, guide architecture decisions, and support engineering teams through complex delivery issues.
• Strong understanding of UI/UX principles, accessibility, responsive design, customer journey mapping, and digital product usability.
• Proven ability to lead through ambiguity, manage competing priorities, and deliver business outcomes in a fast-paced environment.
• Excellent communication, stakeholder management, coaching, and executive presentation skills.

Preferred Qualifications

• Salesforce certifications such as Experience Cloud Consultant, Platform App Builder, Administrator, Sales Cloud Consultant, Marketing Cloud Consultant, Platform Developer, or Application/System Architect.
• Experience with Service Cloud, Data Cloud, Tableau, MuleSoft, Commerce Cloud, or other Salesforce ecosystem products.
• Experience with web analytics, personalization, A/B testing, SEO considerations, customer feedback tools, or digital adoption platforms.
• Experience managing customer portals, partner portals, community platforms, or self-service digital experiences at scale.
• Background working with Agile/Scrum teams, DevOps practices, CI/CD pipelines, source control, and Salesforce release management tools.
• Experience partnering with design teams or leading digital transformation initiatives involving customer-facing platforms.

Leadership Expectations

• This role requires a seasoned leader who can operate at both strategic and technical levels. The ideal candidate is comfortable setting vision, influencing executives, mentoring teams, reviewing solution architecture, and getting into the details when needed.
• The Senior Manager should bring a strong ownership mindset, sound technical judgment, and a passion for creating exceptional customer experiences through Salesforce technology.

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