Senior Director, Regional Success Architecture

Role Overview

• Build, lead, and develop a world-class team of Success Architects in Bangalore and Hyderabad, India
• Manage individual contributors and front line managers effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals
• Resource and organize teams effectively to drive customer outcomes across all segments
• Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values
• Find, hire, and retain the best technical and customer-facing talent in the region
• Create an environment of stronger employee engagement through regular connects including 1:1s, all-hands, and office hours
• Demonstrate better together leadership that works together with peer leaders to achieve the best outcomes
• Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor
• 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
• Drive customer adoption of Agentforce capabilities, including coaching your team members on Agentforce Customer Journey key milestones that they need to influence
• Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities
• Align with global stakeholders as a Agentforce India Based lead
• Work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience

Requirements

• 15+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers
• 8+ years at management level, with proven ability to lead and develop high-performing teams
• Experience managing teams of 15+ individual contributors and Front Line Managers 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 AMER market preferred; understanding of regional business dynamics and cultural nuances
• BA/BS Degree in technical, business, or related field (or equivalent relevant experience)

Tech Stack

• Cloud

Benefits

• Accommodations if you need a reasonable accommodation during the application or recruiting process
• Professional development opportunities