Salesforce · 2 days ago
Success Architect, Service Cloud/Field Service
Chicago, IL
Full-time
Onsite
Mid Level
$135K/yr - $186K/yr
3+ years expSalesforce is the #1 AI CRM, where humans with agents drive customer success together. As a Success Architect, you will be responsible for enhancing customer experience by collaborating with various teams to ensure successful product adoption and innovation delivery.
Agentic AIArtificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
Responsibilities
Maintain deep understanding of product and roadmap and engage with T&P and CSG stakeholders in the development of product feedback, roadmaps, strategic readiness plans, and customer adoption plays
Develop expertise for all new product and feature introductions, large-scale migration efforts or product retirements. Document best practices and learnings from product interaction (e.g. pilots, pre-launch discovery) to deliver to Cloud Success teams - including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders - and deliver readiness for scale
Collaborate closely with your Cloud Success team, leveraging your product, domain and business knowledge to create a holistic POV and strategic approach that supports the overall strategy and customer success, working with stakeholders across the organization
Maintain deep technical, functional and domain knowledge across all in-market and new products. Practice continuous learning through first-hand product experimentation and participation in Product-driven betas, pilots and collaboration with SMEs in the Success Ecosystem
Identify, document, and track all recommended product enhancements reflecting inputs from customer, partner and internal stakeholders. Develop product requirements and deliver to Product Leadership for roadmap consideration
Establish and own relationship with Product Management Leaders and key subject matter experts; strengthen strategic relationship with T&P
Provide product expertise to support the creation and rollout of adoption strategies to improve product adoption score and overall customer health
Participate in improving the CSS adoption score / customer health score
Work with other Readiness Success Architects across Cloud Success to continuously improve our operating model and share best practices
Qualification
Required
3+ years experience in Customer Success or Product Management individual contributor role in the SaaS industry
Hands-on experience working with Service or Field Service products, including deep understanding of current product suite and product capabilities that meet common customer use cases; understanding of competitor products and landscape a plus
Track record of collaborating within a team of subject matter experts who deliver against strategic business initiatives
Has held positions requiring interaction with both technical and non-technical stakeholders at the across different functions. Understands and can translate customer use cases to technical and functional requirements
Has developed enablement materials and delivered training to functional and technical audiences
Enablement, consulting or Salesforce product experience a plus
Strong oral and written communication skills. Proven record of presenting to and updating internal and external stakeholders, including executive personas
Proven ability to distill complex information into concise, executive-ready narratives that drive alignment, influence decisions, and advance business outcomes
Approach work with a ‘beginner's mind' and shift focus and direction when needed to drive higher priority outcomes
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results
Ability to confidently synthesize a broad array of information, identify themes, and develop tactical plans to drive meaningful business changes with executives
Can apply domain and product knowledge to influence product leaders priorities and design decisions. Build relationship as trusted partner with Technology & Product organization
Curating, creating, managing, and distributing relevant training materials that is visually clear to meet needs of varying audiences of business and technical aptitude
Acting as a liaison between departments such as product and engineering, and customer success roles like Guides, Support and Architects to ensure content is accurate, and impactful
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
Chairman & Ceo Salesforce India
Marc Benioff
Chair & CEO
Recent News
2026-01-22
Benzinga.com
2026-01-21
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