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Job Category
Customer Success
Job Details
About SalesforceSalesforce 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.
Cloud Success is a specialized team within Customer Success, bringing together technical architects, customer support engineers, and product advisors. This team delivers expert guidance on optimizing and demonstrating Salesforce technology to drive long-term business success, in addition to resolving technical issues.
Success Architects are a pivotal part of the Cloud Success team, supporting Salesforce's most critical and strategic customers. They provide expert guidance on solution design, focusing on scalability, security, and adherence to standard methodologies. By assessing system performance, they help to optimize efficiency and reliability while proactively identifying risks and recommending improvements to maintain technical health. Success Architects empower businesses to maximize their Salesforce investment by aligning technology with core business goals.
The Industry Success Architect collaborates across Customer Success and the Product organization to drive long-term customer solutions. This includes resolving immediate technical challenges with support engineers while identifying root causes, partnering with customer success managers on strategic guidance and long-term technology health, and liaising with product teams to surface customer feedback for product improvements.
Key Responsibilities:As an Industry Success Architect, you will specialize in multiple Industry Clouds with primary, secondary, and tertiary areas of expertise. You will:
- Drive Customer Impact - Partner with our most strategic and high-priority customers, assessing their Industry Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
- Lead with Multi-Cloud Expertise - Serve as a trusted Subject Matter Expert (SME) in your designated Industry Clouds, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership, and product best practices. You will help the team stay at the forefront of Industry Cloud innovations, ensuring they are equipped with the latest product developments and emerging trends.
- Communicate with Clarity - Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership, positioning yourself as a trusted advisor in key business and technology discussions.
- Innovate & Solve Problems - Identify capability gaps and design inefficiencies, recommending product enhancements or creative custom solutions that drive customer success and long-term adoption.
- Execute Proven Strategies - Leverage and tailor Success Architect playbooks to meet the unique challenges and opportunities of your Industry Cloud customers.
- 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
Required Multi-Cloud Aptitude:We are looking for individuals with expertise spanning multiple Industry Clouds (Primary, Secondary, and Tertiary) from the following list. Prioritization of these clouds is geographically diverse, but we are primarily seeking skills in:
- Life Sciences Cloud
- Public Sector
- Financial Services Cloud
- Revenue Cloud & Billing
- Manufacturing Cloud
- Automotive Cloud
- Education Cloud
- Net Zero Cloud
- Non-Profit
- Loyalty Cloud
Basic Requirements:1. Solution Design & Architecture
- 8+ years of experience in software, system, or enterprise architecture.
- Expertise in Salesforce products, platform capabilities, technical governance, and best practices.
- Experience with large-scale, complex implementations, including SaaS, PaaS, multi-tenancy, and multi-tiered infrastructure.
- Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics, and security best practices.
2. 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 executive audiences.
- Skilled in creating clear, visually compelling design documents for diverse stakeholders.
- Proven ability to lead discussions, influence decision-making, and advocate for best practices.
3. 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.
- 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
Desired Technical Skills:- Secure & Scalable Architecture: Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations. Proven ability to design scalable, high-performance architectures aligned with Salesforce best practices, including Large Data Volume (LDV) considerations.
- Salesforce Development: Hands-on experience with APEX programming, JavaScript, Visualforce, and Lightning Web Components (LWC). Familiarity with governor limits and best practices for efficient code execution.
- Data Management & Integration: Proficient in designing and managing data models, validation rules, and data governance best practices. Experience with data import/export, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs and middleware (e.g., MuleSoft).
- 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.
- OmniStudio Knowledge: Experience with OmniStudio components is required.
- DevOps (Core + Industry): Strong understanding of software development and delivery process, assessing architecture environments and requirements in order to implement management solutions.
Certifications:- Required: Salesforce Admin, Platform Developer 1 and JavaScript Developer
- Highly Desired: Certified Architect Credentials (Application and System Architect), Platform App Builder, Salesforce Advanced Admin and an Accredited Professional credential in at least one Industry Cloud specialization (e.g., Financial Services Cloud, Health Cloud, or Public Sector Solutions).
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.
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