Head of Data 360 Success Architecture

Salesforce; Dublin; On-site; EUR 140,000 - 190,000; Full time

Job summary

Salesforce is seeking a Senior Manager, Success Architecture for Data 360 in Ireland. You will lead a team of Success Architects, drive proactive customer guidance, and ensure value realization across global customer segments.

The role emphasizes coaching, stakeholder engagement, and executive-level collaboration. You will champion outcomes, scale customer adoption of Data 360, and manage KPIs like CSAT, health, and retention.

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

Responsibilities

• Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor.
• Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and outcome achievement.
• Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions.
• Ensure the team KPIs are met or exceeded across global Architect standards.
• Exemplify a positive customer experience through effective communication in every interaction with the customer.
• Receive and manage customer complaints and elevate to appropriate personnel/team ensuring successful and timely resolution.
• Drive customer adoption and technical health of Data 360 capabilities, including coaching your team members on Data 360 Customer Journey key milestones that they need to influence.
• Ensure customers launch Data 360 and drive continuous business value.
• Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities.
• Build meaningful and lasting relationships with key stakeholders and establish long‑term executive relationships.
• Take a hands‑on approach to personally create customer wins, references, and case studies.
• Lead Success Architects to deliver proactive success planning and strategic guidance with a consultative approach.
• Work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience.
• Represent the voice of the customer to stakeholders across the organization, including ensuring team contribution to formal product feedback loop process.
• Understand success and implementation services best practices and contribute across teams to continuously improve these practices.
• Execute company policies that affect operations and may have company‑wide impact.
• Drive the team to effectively align with changes in a timely manner.
• Inspire continuous improvement in service delivery according to business objectives.
• Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C-level.

Skills

Leadership

Team development

Customer success

Executive communication

Data 360

Cloud/SaaS

Strategic thinking

Stakeholder management

Mentoring

Cross-functional collaboration

Education

BA/BS Degree

Tools

CRM (Salesforce)

Data 360

Job description

Salesforce is seeking a Senior Manager, Success Architecture for Data 360 in Ireland. You will lead a team of Success Architects, drive proactive customer guidance, and ensure value realization across global customer segments.

The role emphasizes coaching, stakeholder engagement, and executive-level collaboration. You will champion outcomes, scale customer adoption of Data 360, and manage KPIs like CSAT, health, and retention.