Senior Manager, Success Architecture, Data 360

Salesforce
Dublin
Workplace: HybridFull timeFunction: Architecture & Urban PlanningExperience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Mentorship","Strategic thinking","Communication"]

Lead the Success Architecture organization for Data 360, ensuring consistently high customer satisfaction across enterprise segments. Build and develop a team of Success Architects, drive proactive adoption and value realization, manage escalations and customer complaints, and own key success metrics such as CSAT, time to resolve, and retention/expansion. Partner cross-functionally to represent the customer voice and continuously improve success and implementation best practices.

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FursaFursa
Salesforce
Salesforce
6 hours ago

Senior Manager, Success Architecture, Data 360

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Last checked: 6 hours agoStatus: Live

Job Summary

Lead the Success Architecture organization for Data 360, ensuring consistently high customer satisfaction across enterprise segments. Build and develop a team of Success Architects, drive proactive adoption and value realization, manage escalations and customer complaints, and own key success metrics such as CSAT, time to resolve, and retention/expansion. Partner cross-functionally to represent the customer voice and continuously improve success and implementation best practices.
Location: Dublin
Workplace: Hybrid
Employment Type: Full time
Job Function: Architecture & Urban Planning
Seniority: Manager level

Key Responsibilities

  • •Build, lead, and develop a world-class team of Success Architects, including hiring, retention, coaching, and culture-building.
  • •Drive customer experience through proactive guidance, outcome-focused goals, operational rigor, and KPI/metric ownership (CSAT, productivity, time to resolve, outcome achievement).
  • •Serve as the escalation point for high-severity customer issues and ensure successful, timely resolution.
  • •Drive customer adoption and technical health of Data 360 capabilities, ensuring customers launch and achieve continuous business value.
  • •Partner with cross-functional teams (Support, Sales, Product, Engineering, Services, Renewals, Business Operations) to improve customer experience and represent the customer voice.

Key Requirements

  • •8+ years in consulting/professional services, customer success, or related customer-facing roles handling complex enterprise issues.
  • •5+ years at management level with proven ability to lead and develop high-performing teams.
  • •Experience managing teams of 12+ individual contributors in enterprise-scale organizations.
  • •Cloud/SaaS software environment experience, preferably supporting global or regional customers.
  • •BA/BS degree in a technical, business, or related field (or equivalent relevant experience).
Experience:8+ years
Education:Bachelor's
Skills:LeadershipCoachingMentorshipStrategic thinkingCommunication
Tech Stack:Data 360CRMSaaSCloud

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
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Glassdoor: 4.1
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