Senior Readiness Architect, CIC Strategic Programs

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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.

As a Readiness Architect within the CIC Strategic Programs team, you ensure internal and external launch readiness for high-impact, cross-cloud product innovations spanning the entire Salesforce Cloud ecosystem. Your focus is to drive customer success- reducing operational and adoption risk-ensuring launch-readiness on Day One.

You orchestrate cross-functional readiness activities-partnering with Product, Engineering, Customer Success, Support, and Enablement teams-to close gaps in product quality, field preparedness, stakeholder alignment, and operational workflows. You document Customer Success requirements, codify readiness insights, and embed them into launch plans, enablement materials, and product feedback loops.

You act as the connective thread across teams, representing the voice of the customer and field by surfacing critical feedback and advocating for solutions that reduce friction and accelerate time-to-value. Through strong business acumen, product knowledge, and cross-functional collaboration, you help scale readiness and customer enablement for high-priority product launches.

• Proactively identify the scope, complexity, and risks of prioritized, high-impact product innovation (or "Big Bets") across clouds – assessing upstream and downstream impacts to customers, operations, and internal teams.
• Lead Cross-Cloud Impact Assessment efforts, documenting criticality and scope to help calibrate readiness efforts, establish (and track) key dates and milestones, and align stakeholders across Customer Success teams.
• Assess the broader business impact of each launch, including implications for go-to-market strategy, pricing and packaging decisions, in addition to Success Plan coverage, offers and related entitlements.
• Aggregate program data, feedback, and business insights across teams to identify emerging risks, inform cross-functional decision-making, and ensure a holistic understanding of the end-to-end launch landscape.
• Co-Develop integrated plans for enablement, documentation, and customer communications, maximizing the effectiveness of every touchpoint required for successful adoption of high-risk launches.
• Align efforts to established standards and best practices to ensure effective cross-functional collaboration, executive visibility, and accountability for achieving launch goals.
• Partner with Cloud Success to represent the customer perspective by ensuring all launch readiness requirements – including operational needs, enablement gaps, and adoption considerations – are captured, validated, and addressed in accordance with the launch timeline.
• Establish clear milestones, risks, and success measures for strategic program motions, driving accountability, ensuring early escalation of issues, and enabling data-driven readiness decisions.

• 5+ years of experience in a Customer Success or Product Management individual contributor role in the SaaS industry.
• Hands‑on experience working across high‑complexity Salesforce products, including deep understanding of Success Plans, Core product suite and emerging AI capabilities and mapping them to operational launch readiness needs. Understanding of competitor products and landscape a plus.
• Experience conducting structured business analysis – identifying customer adoption challenges, process gaps, and…