Director, Data 360 Success Architecture

ENGINEERINGUK; Dublin; On-site; EUR 140,000 - 187,000; Full time

Job summary

Salesforce is seeking a Senior Manager, Success Architecture for Data 360 to lead a high-growth team of Success Architects. You will drive adoption and value realization across global customers, manage critical CSAT metrics, and collaborate across Support, Sales, Product, and Engineering to deliver exceptional customer experiences.

The role requires 8+ years in customer-facing roles, 5+ years in management, and a track record of leading teams of 12+ contributors within Cloud/SaaS environments.

Qualifications

• 8+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers
• 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
• Proven track record of driving both operational excellence and strategic customer outcomes
• Understanding of regional business dynamics and cultural nuances
• Technical & Business Acumen
• 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 preferred
• Passion for technology and innovation
• Strong analytical skills with ability to drive decisions based on data and metrics
• Excellent communication, presentation, and negotiation skills at all organizational levels, including C-level
• Ability to influence and build relationships across global teams and cultures
• BA/BS Degree in technical, business, or related field (or equivalent relevant experience)
• Proven ability to work effectively in a matrixed, global organization

Responsibilities

• Lead a world-class team of Success Architects and develop them through coaching and mentorship
• Drive customer adoption, value realization, and proactive guidance across Data 360
• Manage key metrics like CSAT, productivity, time to resolve, and outcomes
• Act as escalation point for high severity customer issues
• Collaborate with cross-functional teams to improve customer experience and feedback loops
• Represent the voice of the customer to stakeholders across the organization
• Inspire continuous improvement in service delivery aligned with business objectives
• Demonstrate excellent communication, presentation, and negotiation skills at all levels including C-suite

Skills

Leadership

Customer Success

Strategic thinking

Communication

Negotiation

Mentoring

Data-driven decisions

Global collaboration

Education

BA/BS Degree

Job description

Salesforce is seeking a Senior Manager, Success Architecture for Data 360 to lead a high-growth team of Success Architects. You will drive adoption and value realization across global customers, manage critical CSAT metrics, and collaborate across Support, Sales, Product, and Engineering to deliver exceptional customer experiences.

The role requires 8+ years in customer-facing roles, 5+ years in management, and a track record of leading teams of 12+ contributors within Cloud/SaaS environments.