Senior Manager, Success Architecture (Sales Cloud)

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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.

About the Role

The Success Architect team within Cloud Success is home to Salesforce’s most skilled subject matter experts across products, programs, and processes. As a leader on this team, you will play a pivotal role in shaping strategy, managing team capacity, aligning with key stakeholders, and enabling scalable impact across our customer base.In this leadership position, you will be responsible for setting the strategic direction and operational cadence of the Success Architect function. You will ensure optimal capacity planning and resource alignment across a portfolio of critical initiatives and high-impact customer engagements within the Agentforce and Data Cloud. By driving prioritization and balancing workload across the team, you will maximize effectiveness and prevent burnout, while maintaining a laser focus on quality and value delivery.You will lead a high-performing team that serves as the connective tissue between Cloud Success Group (CSG) Field, Go-To-Market (GTM) teams, and Product & Technology stakeholders. Your team will deliver architectural thought leadership, field enablement, and technical strategy guidance for Salesforce’s most complex products and customer solutions.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.

Your Impact

• Oversee team capacity across strategic workstreams; 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.

• Operational Orchestration: Workload Management, Triage & Escalation Protocols, Prevent Burnout

• Strategic Collaboration & Functional Alignment, Trend Analysis and Insights, Initiative Execution, Content Stress-testing.

• People Leadership and Development: Recruit, hire, and onboard a diverse team of technical resources who possess both problem-solving grit and consultative soft skills. Mentor your team on how to context-switch effectively.

• 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.

Requirements and Skills

• Strong communication skills, both written and verbal. Clear, concise communication of complex technical ideas and business strategy.

• Strong presentation skills. Confidently represent the team and strategy in executive forums and customer engagements.

• Proven ability to manage schedules, shifts, and capacity planning. You should be comfortable using data to argue for resources or process changes.

• Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.

• An understanding of enterprise-grade systems, Salesforce cloud platform