Regional Data 360 Success Architect Lead

salesforce.com, inc.; Seattle (WA); On-site; USD 150,000 - 227,000; Full time

Job summary

Salesforce is seeking an experienced Customer Success leader to manage a world-class team of Success Architects. You will drive customer outcomes, coach managers, and align global teams to deliver proactive success planning and measurable value for Data 360 initiatives.

The role requires 6+ years in customer-focused roles and a proven track record of leading large teams in a Cloud/SaaS environment. Expect collaboration with Sales, Product, and Engineering to improve customer satisfaction and

Qualifications

• 6+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers.
• 3+ 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 or 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.
• Ability to influence and build relationships across global teams and cultures

Skills

Leadership

Team Management

Customer Success

Data & Analytics

Executive Communication

Cross-functional Collaboration

Problem Solving

Education

BA/BS Degree in technical, business, or related field

Tools

Data 360

CRM

Enterprise software

Job description

Salesforce is seeking an experienced Customer Success leader to manage a world-class team of Success Architects. You will drive customer outcomes, coach managers, and align global teams to deliver proactive success planning and measurable value for Data 360 initiatives.

The role requires 6+ years in customer-focused roles and a proven track record of leading large teams in a Cloud/SaaS environment. Expect collaboration with Sales, Product, and Engineering to improve customer satisfaction and