Senior architecture architect

Customer Success

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.

Locations: New York, Atlanta, Indianapolis, Chicago, Seattle (3x week/in office)

Role Description Director, Regional Success Architecture, Agentforce, is a customer-focused leader responsible for Salesforce's most technical success plan aligned role, Success Architects. This role will ensure the highest sustainable level of customer satisfaction with Agentforce across all customer segments. driving customer adoption and value realization; As a member of the global Agentforce organization, the Director will partner with regional and global stakeholders to deliver world-class customer experiences.

You will provide a high level of customer satisfaction through the delivery of exceptional customer success services. Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals

Resource and organize teams effectively to drive customer outcomes across all segments

Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values

Find, hire, and retain the best technical and customer-facing talent in the region

Create an environment of stronger employee engagement through regular connects including 1:1s and office hours

Customer Experience & Technical Support

Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor

Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and outcome achievement

Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions

Exemplify a positive customer experience through effective communication in every interaction with the customer

Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution

Customer Success & Value Realization

Drive customer adoption of Agentforce capabilities, including coaching your team members on Agentforce Customer Journey key milestones that they need to influence

Ensure customers launch Agentforce into production, adopt it widely, and gain continuous business value

Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities

Take a hands-on approach to personally create customer wins, references, and case studies

Lead Success Architects to deliver proactive success planning and strategic guidance with a consultative approach

Work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience

Represent the voice of the customer to stakeholders across the organization, including ensuring team contribution to formal product feedback loop process

Understand success and implementation services best practices and contribute across teams to continuously improve these practices

Execute company policies that affect operations and may have company-wide impact

8+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers

Cloud/SaaS software environment experience, preferably supporting global or regional customers

Proven track record of driving both operational excellence and strategic customer outcomes

Deep understanding of customer service and success best practices

Experience with Agentforce, CRM, or similar enterprise software platforms preferred

Strong analytical skills with ability to drive decisions based on data and metrics