Senior Manager, Success Architect

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.

The Success Architect team provides proactive and reactive support to maximize the use of Salesforce products and achieve business value, based on technical expertise in Salesforce products and broad knowledge of architecture and technical strategy. Success Architects advise our customers, especially those with Signature Success Plan contracts, on solving technical and business challenges, utilizing not only their own skills but also Salesforce's global know-how and best practices.

The Senior Manager of the Success Architect team determines the team's strategy, policies, and priorities to contribute to customer success as a team, and collaborates with domestic and international stakeholders to achieve goals. They develop members to maximize team strength and manage performance. They also guide members to perform at their best through career path support. The role requires independence, proactivity, assertiveness, results-orientation, influence, and a focus on customer success to provide high-quality services, achieve high customer satisfaction, and actively contribute to business expansion.

Responsibilities

• Manage the Success Architect team supporting customers in Japan, Korea, and Taiwan.
• Understand member skill sets and availability, assign and manage support requests and tasks.
• Identify opportunities to improve team metrics and operational efficiency, such as KPIs and processes, and implement changes to methods, processes, and systems.
• Recruit, develop, and evaluate personnel to maintain transparency and effective operations.
• Collaborate with global teams to understand common global support content and processes, and realize optimal support and operations for Japanese customers.
• Conduct regular 1-on-1 meetings with members to listen to issues, track progress, set expectations, and provide operational support.
• Conduct regular career discussions with members and provide career support.
• Collaborate with account teams and success managers to help define the scope of customer support.
• Articulate the value of support provided by Success Architects and contribute to the expansion of the Signature Success Plan business.
• Collaborate with relevant departments to lead or support strategic initiatives such as product issues affecting customers.

Required Skills and Experience

• 3+ years of team management experience, including resource management, in customer success related technical departments, or operations and maintenance or technical departments.
• Ability to understand team and member issues and barriers, prioritize, and implement improvements.
• Ability to build relationships with stakeholders of all roles and positions and communicate effectively.
• Ability to maximize team strength while leveraging the individuality of members with diverse experiences.
• Data-driven analysis and problem-solving skills.
• Written and oral communication skills in Japanese and English.

Desired Skills and Experience

• Project management experience.
• Bachelor's degree in Computer Science, or related practical experience.
• Experience in automating operations and improving efficiency using AI and new technologies.
• Salesforce product certifications.