Salesforce
AI CRM
SeniorManager,SuccessArchitecture-Agentforce
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Manager, Success Architecture-Agentforce at Salesforce. Skills: Success Architecture, Agentforce, Customer Success, Team Leadership. Manage Success Architects. Drive customer adoption and value escalation”
What You'll Achieve.
Highest sustainable level of customer satisfaction with Agentforce; Customer adoption and value escalation; Achieve delivery goals; Drive customer outcomes; Meet or exceed team KPIs; Achieve customer success and value realization; Drive customer adoption of Agentforce capabilities; Ensure customers launch Agentforce into production, adopt it widely, and gain continuous business value; Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities; Create customer wins, references, and case studies; Improve overall customer experience; Contribute to formal product feedback loop process; Continuously improve success and implementation services practices; Align with changes in a timely manner; Inspire continuous improvement in service delivery according to business objectives
Industry & Context.
Analytical skills with ability to drive decisions based on data and metrics
What They're Looking For.
Must Have
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 15+ 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, Experience in working in different regional markets (AMER, EMEA, APAC); understanding of regional business dynamics and cultural nuances, Deep understanding of customer service and success best practices, Ability to balance tactical execution with strategic thinking, Passion for technology and innovation, 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, Proven ability to work effectively in a matrixed, global organization, Salesforce exp mandatory
Nice to Have
Experience with Agentforce, CRM, or similar enterprise software platforms preferred
What You'll Do.
Manage Success Architects
Drive customer adoption and value escalation
Ensure adherence to established success processes
Partner with regional and global stakeholders to deliver world-class customer experiences
Provide a high level of customer satisfaction through the delivery of exceptional customer success services
Lead a team of professionals through a high-growth period
Drive Customer Success through proactive guidance
outcome focused goals
and operational rigor
Manage key metrics including customer satisfaction (CSAT)
and outcome achievement
Act as an escalation point for high severity customer issues
Ensure the team KPIs are met or exceeded across global Architect standards
Exemplify a positive customer experience through effective communication
Receive and manage customer complaints and escalate to appropriate personnel/team
Drive customer adoption of Agentforce capabilities
Ensure customers launch Agentforce into production
and gain continuous business value
Manage key success metrics including adoption
executive business reviews
and expansion opportunities
Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships
Deliver proactive success planning and strategic guidance with a consultative approach
and Business Operations to improve overall customer experience
Represent the voice of the customer to stakeholders across the organization
Contribute 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
How You'll Work.
Team & Collaboration
Partner with regional and global stakeholders; 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; Build relationships across global teams and cultures
Communication Scope
Excellent communication, presentation, and negotiation skills at all organizational levels, including C-level
Full Job Description
_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._ Job Category Customer Success Job Details ****About Salesforce**** Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Role Description Senior Manager, Success Architecture, Agentforce, is a customer-focused leader responsible for Salesforce's most technical success plan aligned role, Success Architects. This role will ensure the highest sustainable level of customer satisfaction with Agentforce across all customer segments. Key responsibilities include managing Success Architects; driving customer adoption and value realization; escalation management; and adherence to established success processes. As a member of the global Agentforce organization, the Senior Manager
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