Success Architect

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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.
Salesforce Customer Success:
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"
Job Description: Senior Success Archiect/Success Architect
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.
Lead enterprise success strategy with an AI First mindset — using Salesforce Einstein, Agentforce, and AI-powered analytics as primary tools for designing, modeling, and continuously optimizing customer success programs
Apply generative AI to develop executive-level deliverables including strategic business reviews, value realization frameworks, and multi-stakeholder success plans — with strong human judgment applied to business context and executive narrative
Leverage AI-generated portfolio insights to identify whitespace opportunities, adoption barriers, and risk indicators, driving strategic recommendations and C-level alignment
Serve as an internal thought leader and practitioner on AI-augmented success practices — defining standards, playbooks, and governance for AI tool usage in partnership with CS leadership
Basic Requirements
Solution Design & Architecture
5+ years of hands-on technical experience
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
Deep, demonstrated AI First experience in a senior or strategic customer-facing role, with hands-on use of Salesforce Einstein, Agentforce, or equivalent AI-powered success platforms
Ability to synthesize AI-generated insights into executive-ready narratives and strategic recommendations, demonstrating strong business and commercial acumen
Experience defining or contributing to AI usage frameworks, governance policies, or AI fluency enablement programs within a CS or professional services organization
Strong consultative skills with the ability to guide enterprise customers on leveraging Salesforce AI capabilities to achieve their own business outcomes and ROI
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 you