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Job Category
Customer Success
Job Details
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.
Job Description
Senior Manager, Success Architects — 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.
We are looking for a Senior Manager to lead the Success Architect team, a group of experienced ICs spanning AMER, EMEA, and APAC who serve as the technical backbone of Salesforce''s most strategic enterprise customer relationships. This role exists to make that team exceptional at scale: setting the vision, building the people, and ensuring Salesforce is deployed correctly and valuably in even the most complex enterprise environments.
This is a role for a technical leader who understands the craft deeply enough to coach it, and has the customer-facing pedigree to elevate the team's impact across complex, global enterprise environments. You should have a proven track record leading technical customer-facing teams and possess deep expertise in the Salesforce platform.
What We Do
Our Success Architect team delivers expert-led, technical engagements that help Salesforce's largest enterprise customers deploy, integrate, and scale Salesforce as mission-critical infrastructure. Through deep product expertise and hands-on advisory, Success Architects guide customers through complex technical environments, from identity and security architecture to AI enablement, workflow automation, and platform extensibility, ensuring every customer can move from challenge to deployable solution at pace with Salesforce.
What You Will Be Doing
You will lead your team to serve a portfolio of Salesforce's largest and most strategic customers, ensuring those customers successfully adopt, deeply integrate, and continuously derive business value from Salesforce. You will develop the strategy, programs, and operational cadences to effectively leverage your team's technical depth and deliver best-in-class engagements across customer segments. As a member of our Customer Success leadership team, you will advocate for your customers and your team by driving alignment across Account Success, Product, and Support. You will build and develop a high-performing team that lives Salesforce's values, empowering your Success Architects to be the definitive technical resource for enterprise customers, guiding them through complex engagements and positioning Salesforce as mission-critical infrastructure. As a technical leader, you will directly influence customer health, retention, and expansion outcomes by ensuring your team delivers high-quality engagements across the full Success Architect portfolio, including identity management, Enterprise Mobility Management, Salesforce AI, migrations, workflow automations, and platform extensibility. You will contribute to Salesforce's Customer Success vision and strategy, and deliver team targets and key metrics through operational excellence and disciplined execution. This role calls for a hands-on, "get it done" leadership approach. You will engage in account strategy for key and at-risk customers, model technical best practices for your team, and develop case studies and references that showcase the value of Salesforce at scale. You will align the full Salesforce ecosystem to customer needs and foster a vibrant, inclusive team culture that inspires people to do their best work.
What You Should Have
Bachelor’s degree in Computer Science, Software Engineering, Business, or a related field.
14+ years of relevant work experience in Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, or Technical/Solutions Architecture.
Experience leading a technical team in the enterprise software space, with direct oversight of engagement deliverables and customer executive alignment. A track record of building and growing a high-performing team through talent acquisition, onboarding, and development, characterized by strong productivity and excellent morale.
Hands-on experience with the Salesforce platform, including its extensibility, APIs, integration ecosystem, and enterprise deployment patterns, with strong familiarity across identity (SAML, SSO, SCIM), eDiscovery and DLP, and key SaaS integrations.
Proven ability to navigate, escalate, and resolve complex customer challenges across large-scale, distributed enterprise environments.
Demonstrated ability to communicate, present, and influence credibly at all levels of the organization, including executive and C-level.
Track record of delivering against targets and KPIs, with proven success establishing a clear vision and driving change within a customer-facing organization.
What Will Set You Apart
Experience building and scaling a globally distributed technical team, with a track record of developing talent across time zones and cultures while keeping the team technically sharp as the platform evolves beneath them.
Hands-on experience with Salesforce APIs, workflow automation, or custom Salesforce application development is a strong plus.
Interest, educational background, or delivery expertise in Generative AI technologies.
Excellent written and verbal communication skills, with the ability to engage deeply with technical stakeholders or articulate core capabilities to a business audience.
Diplomacy, tact, and poise under pressure when working through complex customer issues.
Experience influencing across Technical and Go-To-Market teams without direct authority.
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.
Accommodations
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.