Sr. Manager, Salesforce Customer Experience Management

At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a purpose driven environment. This is what we call the Veracyte way - it's about how we work together, guided by our values, to give clinicians the insights they need to help patients make life-changing decisions.

Our Values:

• We Seek A Better Way: We pursue bold ideas, embrace complexity, and keep pushing forward.
• We Make It Happen: We act with urgency, deliver with excellence, and always find a way.
• We Are Stronger Together: We engage with empathy, align around what's best for Veracyte, and celebrate as one team.
• We Care Deeply: We show up with integrity, kindness, and respect for one another.

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.

The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to years of experience, skillset, geographic location, industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Pay range

$177,000-$198,000 USD

What We Can Offer You

Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are thrilled to be recognized as a 2024 Certified™ Great Place to Work® in both the US and Israel - a testament to our dynamic, inclusive, and inspiring workplace where passion meets purpose.

About Veracyte

Veracyte (Nasdaq: VCYT) is a global diagnostics company whose vision is to transform cancer care for patients all over the world. We empower clinicians with the high-value insights they need to guide and assure patients at pivotal moments in the race to diagnose and treat cancer. Our Veracyte Diagnostics Platform delivers high-performing cancer tests that are fueled by broad genomic and clinical data, deep bioinformatic and AI capabilities, and a powerful evidence-generation engine, which ultimately drives durable reimbursement and guideline inclusion for our tests, along with new insights to support continued innovation and pipeline development. For more information, please visit www.veracyte.com or follow us on LinkedIn or X (Twitter).

Veracyte, Inc. is an Equal Opportunity Employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability status. Veracyte participates in E-Verify in the United States. View our CCPA Disclosure Notice

If you receive any suspicious alerts or communications through LinkedIn or other online job sites for any position at Veracyte, please exercise caution and promptly report any concerns to [email protected]