Senior Manager, Success Architecture

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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.

Senior Manager, Success Architects

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. Key responsibilities include managing Success Architects; driving customer adoption and value realization; escalation management; and adherence to established success processes. As a member of the global Agentforce organization, the Director will partner with regional and global stakeholders to deliver world-class customer experiences.

Your Impact

The successful candidate will be independent, self-motivated, proactive, results-oriented, capable of quickly championing change, and influential. You will provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a team of professionals through a high-growth period that requires adaptability and comfort with changing circumstances.

Responsibilities

Leadership & Team Development

* Build, lead, and develop a world-class team of Success Architects in the AMER region.

* 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

* Demonstrate better together leadership that works together with peer leaders to achieve the best outcomes

* Secure psychological safety everywhere

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

* Ensure the team KPIs are met or exceeded across global Architect standards

* 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

* Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships

* 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

Cross-Functional Collaboration & Strategy

* 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

* Drive the team to effectively align with changes in a timely manner

* Inspire…