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Technology Success Manager at Mozilla, United States (Remote)

  • Full Time
  • Mid-level
  • Remote
  • Remote



Title: Technology Success Manager

Key Responsibilities:

Serve as the primary relationship manager and support contact for internal partners for technology onboarding, training, and utilization – 30% of time

  • Develop and manage positive and productive working relationships with a portfolio of internal and external partners, leaders and influential voices in the field including consulting partners and vendors.
  • Find opportunities and develop plans to increase value for partners within Salesforce and our integrated suite of tools.
  • Manage implementation of multiple work streams to achieve team goals for organization-wide engagement and value creation.
  • Onboard new and existing staff to Salesforce CRM and other technologies and tools.
  • Develop work plans for partner onboarding and engagement and contribute to broad CRM team plans; manage implementation of multiple work plans to deliver on expectations for stakeholder engagement and more broadly for the CRM team.

User Training and Platform Advocacy- 30 % of time

  • Develop, manage and roll out user training and onboarding strategy and project plan for CRM and related tools.
  • Create and update training materials and documentation to support, coach and partner with users across the organization.
  • Conduct training with partners as needed; support training held by other CRM team members to ensure consistency and alignment with partner needs.
  • Lead the development and management of internal channels for ongoing platform advocacy and knowledge sharing for users.
  • Identify and share new release features relevant to business needs to ensure continuous improvement and maximum benefit for users.

Intake, organize and track ongoing CRM work – 20 % of time

  • Lead the implementation of work within the CRM team and with an external Salesforce partner, removing roadblocks and calibrating team assignments to move work forward.
  • Responsible for intake, scoping and triage of CRM-related requests; translate business needs from partners into thorough and handoff-ready requirements.
  • Oversee testing and quality assurance for new features, enhancements and fixes.
  • Serve as a backup for Setup menu configuration and troubleshooting.
  • Serve as a backup administrator for Salesforce and related tools to provide user access and configuration.

Team management – 20%

  • Lead, motivate and support direct report – Salesforce Administrator, to meet objectives and overcome challenges.
  • Act as a guide and mentor; assign and delegate tasks; enable day to day work; provide feedback and guidance for professional development.



  • 3 – 5 years of Salesforce-related customer success, business analysis or consulting experience preferred but related experience will be considered.
  • Previous experience managing employees and/or providing functional guidance.
  • Salesforce Certified Administrator credential. Experience working with Salesforce’s Nonprofit Success Pack (NPSP) is a plus.
  • Familiarity with 3rd party Salesforce applications and tools.
  • Experience implementing Salesforce configuration changes in areas such as Flow, fields, page layouts, record types, dashboards and reports.
  • Experience with developing training and user documentation for onboarding and utilization.
  • Familiarity with technologies such as Airtable, Form Assembly, Campaign Monitor is a plus.


  • Good communication, relationship-building skills and a customer-first approach.
  • Strong leadership, relationship management and interpersonal skills.
  • Ability to meet deadlines, and handle and prioritize multiple simultaneous requests, maintaining a professional and courteous attitude.
  • Ability to independently apply critical thinking and problem solving skills to develop solutions to business needs.
  • Strong organizational skills, excellent judgment and decision making skills.
  • Strong interest in continuing to expand knowledge and skills in the Salesforce ecosystem.
  • Ability to provide instruction to audiences of varying technical ability.
  • Comfortable working in a small, collaborative team environment.
  • Energy and passion for the mission of the organization.
  • Focus on making it work – we are looking for team members who are open-minded, who can look at problems from multiple angles, and who have an appetite and patience for getting it right, revisiting, and constantly improving.

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Technology Success Manager at Mozilla, United States (Remote)
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