Success Architect Director (Service Cloud)

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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.

Salesforce's worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based results. Our motto for our customers is "Your Success is our Success"

Cloud Success is a specialized team within Customer Success, bringing together customer support engineers, proactive monitoring, specialist product advisors, and technical architects. This team not only resolves technical issues but also provides expert guidance on optimizing and leveraging Salesforce technology to drive long-term business success.

Success Architects, as part of Cloud Success, play a pivotal role in supporting Salesforce's most critical and strategic customers. They provide expert guidance on solution design, ensuring scalability, security, and adherence to best practices. By assessing system performance, they help optimize efficiency and reliability while proactively identifying risks and recommending improvements to maintain technical health. Additionally, they offer strategic insights into application lifecycle management, enabling customers to plan, develop, and evolve their Salesforce implementations effectively. Through deep expertise, Success Architects empower businesses to maximize their Salesforce investment, aligning technology with business goals for long-term success.

The Success Architect Director collaborates closely with various teams across Customer Success and the Product organization to drive long-term solutions for customers. They work with support engineers to resolve immediate technical challenges while identifying root causes to prevent future issues. Partnering with customer success managers, they ensure customers receive strategic guidance on best practices and long-term technology health. Additionally, they liaise with Salesforce product teams, surfacing recurring challenges and customer feedback to influence product improvements. By bridging the gap between customers, support, and product development, the Success Architect Director helps create sustainable solutions that enhance the overall Salesforce experience.

This is a highly visible leadership role requiring a strategic mindset, operational rigor, and a passion for coaching high-impact teams. You will be instrumental in driving Salesforce's customer success vision and building a resilient, knowledgeable, and future-proof Success Architect organization.

• Oversee team capacity across strategic work streams; balance high-priority asks with long-term planning to ensure efficient deployment of expertise and timely delivery.

• Act as the executive liaison with senior leaders across Product, Technology, TMP, Alliances, and CSG; ensure ongoing alignment on priorities, messaging, and delivery expectations.

• Manage intake and execution of the success architect engagements that drive success and improvements in technical health across Salesforce Signature customers.

• Continuously assess and evolve team capabilities; drive targeted skill development, succession planning, and onboarding programs to ensure the team remains future-ready.

• Ensure your team builds deep relationships with our most strategic customers, delivering tailored consultative engagements that drive product adoption and business outcomes.

• Represent the voice of the customer across internal forums, surfacing insights and trends to influence product direction and the broader customer success strategy.

• Lead efforts to scale expertise across CSG and the partner ecosystem by developing assets, playbooks, and enablement paths that empower field teams and customers alike.

• Communication & Presentation: Strong communication skills, both written and verbal, in English, Spanish, and Portuguese (fluency required). Clear, concise communication of complex technical ideas and business strategy. Strong presentation skills to confidently represent the team and strategy in executive forums and customer engagements.

• Leadership & Team Management: Experience leading and growing high-performing, technical teams with a focus on coaching, upskilling, and succession planning.

• Operational Acumen: Ability to assess team bandwidth, balance priorities, and allocate resources effectively. Strong analytical and operational abilities, especially around team performance, prioritization, and efficiency.

• Technical Expertise: An understanding of enterprise-grade systems, Salesforce cloud platforms, integrations, and scalable architecture patterns. Familiarity with well-architected standards and best practices. Strong technical knowledge of Salesforce products and platform-features, capabilities, and best practices.

• Strategic Alignment: Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success. Strong collaboration and negotiation skills to drive outcomes in a matrixed environment.

• Ecosystem Knowledge (Ideal): Ideally, strong understanding of the Salesforce partner ecosystem and significant experience with complex Salesforce implementation projects.

• Knowledge Translation: Ability to represent technical concepts and product vision to diverse audiences (field, partners, customers, execs). Knowledge of how to translate complex solutions into actionable guidance and enablement content.

Minimum Qualifications:

• Language Fluency: Fluency in English and Portuguese is required

• Experience: 15+ years of experience in Customer Success, Solution Architecture, Technical Consulting, or related fields.

• Management: 5+ years of people management or leadership experience, including managing high-performing technical teams.

• Resource Management: Proven experience managing capacity and resource planning across complex portfolios or customer engagements.

• Cross-Functional Success: Demonstrated success in driving cross-functional alignment with Product, Sales, Services, and Engineering teams. Experience leading high-priority initiatives or programs with executive visibility and business-critical outcomes.

• Certifications (Ideal): Ideally holds multiple Salesforce Certifications, including foundational (Administrator, Platform App Builder), Sales Cloud, Service Cloud, and advanced/specialized certifications like Agentforce and Data Cloud.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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