Senior Manager, Salesforce Engineering, Customer Experience

Senior Manager, Salesforce Engineering, Customer Experience

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Zoom Info is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast.

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.

What You’ll Do:

• 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 Dev Ops/CI-CD workflows. Champion and manage Dev Ops 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 Rev Ops, 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.

• 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 Dev Ops 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…