Senior Success Architect - Industry

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

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.

• 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.

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 - Clinical, Medical, Commercial, Patient Services, Life Sciences Cloud for Customer Engagement, Data Model, Business APIs, Platform Events.
• Public Sector - Benefit Management, Grants Management, Licensing and Permit Management, Intelligent Document Automation, Discovery Framework, Decision Tables, Recruitment (Job Applications, Screening, Evaluation).
• Financial Services Cloud - Data Model, Actionable Relationship Center (ARC), Discovery Framework, 360-Degree Customer View, Client and Household…