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Salesforce is seeking a Director of Regional Success Architecture to lead a high-performing team of Success Architects across multiple US regions. This is a customer-focused leadership role responsible for driving customer satisfaction, adoption, and value realization for Data 360 (Salesforce's enterprise data platform) across all customer segments.
You will build and lead a world-class team of 12+ Success Architects, providing coaching, mentorship, and professional development while creating an inclusive culture aligned with Salesforce values. Key responsibilities include managing individual contributors, organizing teams effectively to drive customer outcomes, hiring and retaining top talent, and fostering employee engagement through regular 1:1s and office hours.
On the customer experience side, you'll lead the Success Architect team to drive proactive guidance and outcome-focused goals with operational rigor. You'll manage critical metrics including CSAT, productivity, time to resolve, and outcome achievement. Acting as an escalation point for high-severity customer issues, you'll ensure team KPIs meet or exceed global standards while exemplifying positive customer interactions.
You'll drive customer adoption and technical health of Data 360 capabilities, ensuring customers launch successfully and realize continuous business value. This includes managing key success metrics like adoption rates, customer health scores, engagements, executive business reviews, retention, and expansion opportunities. You'll build meaningful relationships with key stakeholders, take a hands-on approach to creating customer wins and case studies, and lead Success Architects in delivering proactive success planning with a consultative approach.
Cross-functional collaboration is essential—you'll work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience. You'll represent the voice of the customer to stakeholders across the organization and contribute to the formal product feedback loop. You'll also execute company policies, drive team alignment with organizational changes, and inspire continuous improvement in service delivery.
Required: 8+ years in consulting, professional services, customer success, or related customer-facing roles handling complex enterprise issues; 5+ years at management level leading and developing high-performing teams; experience managing 12+ individual contributors in enterprise-scale organizations; Cloud/SaaS software environment experience; proven track record of driving operational excellence and strategic customer outcomes; understanding of regional business dynamics and cultural nuances.
Preferred: Deep understanding of customer service and success best practices; ability to balance tactical execution with strategic thinking; experience with Data 360, CRM, or similar enterprise software platforms; passion for technology and innovation; strong analytical skills; excellent communication and presentation skills at all organizational levels including C-suite.
