Description

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 Summary

The Onboarding & Capability Manager for the Customer Success Group (CSG) is responsible for building and scaling a high-performing Customer Success workforce by strengthening hiring readiness, structured onboarding, and continuous capability development.

This role serves as a strategic bridge between Recruiting, ES Business Partners, and CSM Leadership to ensure the right talent is hired, onboarded effectively, and enabled to succeed quickly in their roles.

The role will ensure interviewer readiness, competency-based hiring practices, structured onboarding programs, and scalable development initiatives that accelerate time-to-productivity for Customer Success Managers.

Key Responsibilities

Hiring Readiness & Recruiting Partnership

Partner with Recruiting to support hiring for the CSM organization, ensuring strong candidate pipelines and interview readiness.

Ensure adequate interviewer capacity by coordinating interview panels and enabling CSM leaders to support hiring velocity.

Define and operationalize competency-based hiring frameworks aligned to the CSM role.

• Ensure interviewers are trained on structured interviewing and Salesforce hiring standards to maintain consistency and quality in hiring decisions.

Onboarding & Bootcamp Enablement

Design and manage structured onboarding journeys for newly hired Customer Success Managers.

Develop and deliver CSM onboarding bootcamps covering Salesforce products, Customer Success practices, and internal operating models.

• Partner with cross-functional teams to ensure onboarding programs accelerate time-to-productivity and enable new hires to quickly engage with customers.

Capability Development

Partner with ES Business Partners and CSM leaders to define capability frameworks required for Customer Success roles.

Design and implement development programs focused on product expertise, customer advisory skills, and strategic account engagement.

• Foster a continuous learning culture that supports ongoing growth and capability building within the CSM organization.

Program Governance & Operational Excellence

Lead end-to-end planning and execution of onboarding and capability programs aligned to hiring plans.

• Track key metrics such as interviewer coverage, onboarding effectiveness, and ramp-up time.
• Drive continuous improvement through feedback loops and data-driven insights.

Minimum Requirements

8+ years of experience in talent development, enablement, recruiting partnership, program management, or customer success operations within SaaS, consulting, or technology environments.

Proven experience designing and scaling onboarding or capability development programs.

Strong stakeholder management skills with the ability to collaborate across Recruiting, HR, and business leadership.

• Excellent communication, facilitation, and program management skills.

Preferred Qualifications

Experience working with Customer Success or SaaS organizations.

Familiarity with competency-based hiring frameworks and structured interviewing methodologies.

• Experience designing bootcamps or enablement programs for customer-facing teams.
• Salesforce certifications or familiarity with Salesforce products is a plus