Senior Success Architect - Service Cloud

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.

Salesforce’s worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value-based results. Our motto for our customers is “Your Success is our Success”.

Cloud Success is a specialized team within Customer Success, bringing together customer support engineers, proactive monitoring, specialist product advisors and technical architects. This team resolves technical issues and provides expert guidance on optimizing and leveraging Salesforce technology to drive long term business success. Success Architects, as part of Cloud Success, play a pivotal role in supporting Salesforce’s most critical and strategic customers.

They provide expert guidance on solution design, ensuring scalability, security, and adherence to best practices. By assessing system performance, they help optimize efficiency and reliability while proactively identifying risks and recommending improvements to maintain technical health. Additionally, they offer strategic insights into application lifecycle management, enabling customers to plan, develop, and evolve their Salesforce implementations effectively. Through deep expertise, Success Architects empower businesses to maximize their Salesforce investment, aligning technology with business goals for long‑term success.

• Drive Customer Impact – Partner with our most strategic and high‑priority customers, assessing their Service Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
• Lead with Expertise – Serve as a trusted Service Cloud SME within the broader Success Architect organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership, and product best practices.
• Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership.
• 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 Service Cloud customers.
• Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and overall business growth.

• 10+ years of experience in software, system, or enterprise architecture.
• Field Service Architecture experience (mandatory).
• 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.
• Familiarity with industry- or vertical-specific solutions (preferred).

• 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…