To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
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.
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"
Role Description
- 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 play a flexible and pivotal role in supporting a wide range of customers. They act as the customer's first point of contact for a mix of reactive and proactive needs. This includes providing frontline technical support (Support), delivering educational 'Guide' sessions to drive feature adoption, and assisting with foundational architectural health checks (basic Architect). They collaborate closely with senior Success Architects and Support Engineers to triage complex issues and ensure customers are on a path to long-term health, bridging the gap between daily challenges and long-term success.
Key Responsibilities
As a Sucess Architects specializing in Sales Cloud, you will:
- Drive Customer Impact – Partner with a portfolio of customers, assessing their implementations and delivering recommendations on common technical issues, feature adoption (Guide), and foundational solution design (basic Architect).
- Lead with Expertise – Serve as a trusted technical generalist, providing reactive and proactive guidance on product best practices.
- Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to customer stakeholders and managers, positioning yourself as a trusted advisor.
- Innovate & Solve Problems – Triage capability gaps and design inefficiencies, resolving common issues directly and escalating complex architectural challenges to senior Success Architects.
- Execute Proven Strategies – Leverage and execute playbooks from Support, Guides, and the Architect team to meet customer needs.
- Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement and overall business growth.
Basic Requirements
- Solution Design & Architecture
- 3-5+ years of hands-on technical experience (e.g., Senior Support Engineer, Technical Consultant, or Senior Salesforce Admin).
- Strong working knowledge of Salesforce products, platform capabilities, technical governance and best practices.
- Experience participating in complex implementations and understanding integration principles.
- Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics and security best practices.
- Familiarity with industry- or vertical-specific solutions (preferred).
- Communication & Leadership
- Ability to assess business objectives, propose solution options and drive stakeholder alignment.
- Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and technical audiences.
- Skilled in creating clear, visually compelling design documents for diverse stakeholders.
- Proven ability to manage customer-facing discussions and explain technical concepts clearly.
- High proficiency in English.
- Strategic Thinking & Problem Solving
- Ability to identify design inefficiencies, recommend optimizations and drive customer transformation.
- Provide data-driven insights on customer success stories and industry trends.
- Passion for continuous learning and staying ahead of emerging technologies.
Desired Technical Skills
- Sales Cloud Expertise
- Strong functional and configuration knowledge of Sales Cloud features, including opportunity/pipeline management, forecasting, email integration and advanced capabilities such as Einstein Conversation Insights, Sales Engagement and Sales Performance Management.
- Ability to configure and optimize these features to meet business needs.
- Data Management & Integration
- Proficient in understanding and troubleshooting data models, relationships (lookup/master-detail), validation rules and data governance best practices.
- Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica) and third-party connectors.
- Secure & Scalable Architecture
- Strong understanding of role hierarchy, sharing rules, profiles, permission sets and security configurations.
- Ability to review a customer's security model for common issues.
- Skilled in identifying common anti-patterns and escalating to senior architects for resolution.
- Salesforce Development
- Ability to read, understand, and debug APEX, Visualforce, and Lightning Web Components (LWC).
- Hands-on development experience is a strong plus, but the primary focus is on configuration and troubleshooting.
- Familiarity with governor limits and best practices for efficient code execution.
- System Integration & Extensibility
- Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware and event-driven architectures.
- Experience working with OAuth, Platform Events, External Objects and tools like Salesforce Connect and Event Relay.
Certifications
- Required: Salesforce Admin, Sales Cloud Consultant
- Desired: Advanced Admin, Platform App Builder
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
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
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.