Senior Manager, Success Architecture

Salesforce
New York, Atlanta, Indianapolis, Chicago, Seattle
Workplace: OnsiteFull timeUSD 150,100 - 227,000 annuallyFunction: Architecture & Urban PlanningSkills: ["Leadership","Coaching","Mentorship","Proactive","Self-motivated","Analytical skills","Communication","Presentation","Negotiation","Influencing","Stakeholder management","Escalation management","Operational rigor","Strategic thinking"]

Lead the Agentforce Success Architecture team across the AMER region to drive sustainable customer satisfaction and adoption. You’ll build and develop Success Architects, manage customer success KPIs (CSAT, productivity, time to resolve, value realization), handle escalations for high-severity issues, and ensure customers launch and expand Agentforce in production. Partner cross-functionally to improve success and implementation practices and build executive stakeholder relationships.

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FursaFursa
Salesforce
Salesforce
2 days ago

Senior Manager, Success Architecture

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead the Agentforce Success Architecture team across the AMER region to drive sustainable customer satisfaction and adoption. You’ll build and develop Success Architects, manage customer success KPIs (CSAT, productivity, time to resolve, value realization), handle escalations for high-severity issues, and ensure customers launch and expand Agentforce in production. Partner cross-functionally to improve success and implementation practices and build executive stakeholder relationships.
Location: New York, Atlanta, Indianapolis, Chicago, Seattle
Workplace: Onsite
Employment Type: Full time
Job Function: Architecture & Urban Planning
Seniority: Sr. Manager level

Key Responsibilities

  • •Build, lead, and develop a world-class AMER Success Architects team and hire/retain technical and customer-facing talent.
  • •Drive customer success through proactive guidance, outcome-focused goals, operational rigor, and KPI ownership (CSAT, productivity, time to resolve, and outcomes).
  • •Serve as an escalation point for high-severity customer issues and ensure timely, successful resolution of complaints.
  • •Own customer adoption and value realization for Agentforce, including launching into production and expanding based on health, engagements, executive business reviews, retention, and expansion opportunities.
  • •Collaborate across Support, Sales, Product, Engineering, Services, Renewals, and Business Operations to improve the customer experience and success/implementation best practices.

Pay and Benefits

Salary: USD 150,100 - 227,000 annually
Perks:Health InsuranceDentalVisionPaid ParentalLife InsuranceDisability Insurance401kEquity

Key Requirements

  • •8+ years in consulting/professional services, customer success, or related customer-facing roles handling complex enterprise issues.
  • •2+ years of people leadership experience to lead and develop high-performing teams.
  • •Experience managing teams of individual contributors in enterprise-scale organizations.
  • •Cloud/SaaS software environment experience supporting global or regional customers.
  • •Proven ability to drive operational excellence and strategic customer outcomes, preferably with AMER market experience.
Experience:Enterprise customersConsultingProfessional servicesCustomer successCloudSaaSGlobalRegional
Skills:LeadershipCoachingMentorshipProactiveSelf-motivatedAnalytical skillsCommunicationPresentationNegotiationInfluencingStakeholder managementEscalation managementOperational rigorStrategic thinking
Tech Stack:AgentforceCRMCloudSaaSEnterprise software

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
Glassdoor
Glassdoor: 4.1
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