Architect - Customer Success

Job Category Customer Success

Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. 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? Agentforce is the future of AI, and you are the future of Salesforce.

Department Overview Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. We rely on our team's expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology - and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

Overview of the Role Our Experience Architects (Design Consultant Leads) serve as design team captains, creative project directors, strategic advisors, and problem solvers. They ensure teams are aligned and serve as a guide toward impactful design outcomes in engagements. They provide leadership throughout all stages of an engagement, establish and maintain the highest quality of execution across all design work, provide a strong point of view, build strong partnerships, and foster collaboration with the customer.

They excel at working cross-functionally, effectively partnering with other competencies to demonstrate a valuable vision.

We believe the best Experience Architects are those who obsess over the creation of customer and business value. They have a customer-centric and collaborative mentality, a willingness to commit to the customer, and the drive to break down barriers to ensure customer success.

Are you passionate about Customer Success and want to work at the forefront of Digital Innovation at one of the fastest-growing CRM companies? Responsibilities Lead and manage design teams to drive key design activities and deliverables throughout project lifecycles

Develop project scope, timelines, and strategic roadmaps that prioritize investments and support business objectives

Build and maintain close relationships with customers, key stakeholders, and cross-functional collaborators

Lead customer discovery activities, stakeholder interviews, workshops, and collaborative design sessions

Manage research initiatives and synthesize insights from complex data sets to inform strategic decisions

Support dual-role responsibilities such as Human Centered Change (HCC), training delivery, or cross-functional initiatives as needed

Minimum Requirements 8+ years of experience in experience design, user research, interaction design, or related fields

Proven track record of leading design teams and managing complex design initiatives throughout project lifecycles

Experience consulting in enterprise-level technology transformation programs, ideally at Fortune 500 companies

generative AI, automation platforms) for innovation, efficiency, and day-to-day design work

Experience serving in dual roles such as Human Centered Change (HCC), training delivery, business strategy, or pre-sales/go-to-market support

Expert visual design and prototyping capabilities; ability to extract insights from qualitative and quantitative data

Experience with Agile methodologies and working within Agile delivery frameworks

Comfortable presenting to and building relationships with executive-level stakeholders

extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

A willingness to travel when required (up to 50% of the time) and an understanding of the value of working on site with our customers

Preferred Qualifications Salesforce product knowledge and solution design experience strongly preferred

Experience across various industries (Automotive, Manufacturing, Retail, Consumer Goods, and Energy)

Salesforce Admin Certification

Salesforce Strategy Designer Certification

Salesforce Agentforce Specialist Certification

Unleash Your Potential When you join Salesforce, you'll be limitless in all areas of your life. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Candidate Privacy Statement Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. 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. It means that at Salesforce, we believe in equality for all. 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.

Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including:

medical

dental

life and disability insurance

employee stock purchasing program

Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

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