Director, Regional Success Architecture – Marketing Cloud

Role Overview

• Oversee team capacity across strategic workstreams; balance high-priority asks with long-term planning to ensure efficient deployment of expertise and timely delivery.
• Act as the executive liaison with senior leaders across Product, Technology, TMP, Alliances, and CSG; ensure ongoing alignment on priorities, messaging, and delivery expectations.
• Operational Orchestration: Workload Management, Triage & Escalation Protocols, Prevent Burnout.
• Strategic Collaboration & Functional Alignment, Trend Analysis and Insights, Initiative Execution, Content Stress-testing.
• People Leadership and Development: Recruit, hire, and onboard a diverse team of technical resources who possess both problem-solving grit and consultative soft skills.
• Mentor your team on how to context-switch effectively.
• Manage intake and execution of the success architect engagements that drive success and improvements in technical health across Salesforce Signature customers.
• Continuously assess and evolve team capabilities; drive targeted skill development, succession planning, and onboarding programs to ensure the team remains future-ready.
• Ensure your team builds deep relationships with our most strategic customers, delivering tailored consultative engagements that drive product adoption and business outcomes.
• Represent the voice of the customer across internal forums, surfacing insights and trends to influence product direction and the broader customer success strategy.
• Lead efforts to scale expertise across CSG and the partner ecosystem by developing assets, playbooks, and enablement paths that empower field teams and customers alike.

Requirements

• 10+ years of experience in Customer Success, Solution Architecture, Technical Consulting, or related fields
• 5+ years of people management or leadership experience, including managing high-performing technical teams
• Proven experience managing capacity and resource planning across complex portfolios or customer engagements
• Demonstrated success in driving cross-functional alignment with Product, Sales, Services, and Engineering teams
• Experience leading high-priority initiatives or programs with executive visibility and business-critical outcomes
• Strong technical knowledge of Salesforce products and platform
• features, capabilities, best practices and how to deploy, including knowledge of the Salesforce ecosystem
• Strong analytical and operational abilities, especially around team performance, prioritization, and efficiency.

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program