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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.

Director/Senior Director. Regional Success Architecture, Agentforce, is a customer-focused leader responsible for Salesforce's most technical success plan aligned role, Success Architects. Based in India, 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 Director will partner with regional and global stakeholders to deliver world-class customer experiences. This position reports to the VP of Agentforce, Cloud Success.
Your Impact The successful candidate will be independent, self-motivated, proactive, results-oriented, capable of quickly championing change, and influential. You will define and provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a diverse team of professionals through a high-growth period that requires adaptability and comfort with changing circumstances.

Responsibilities:

Leadership & Team Development:

• 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

• Secure psychological safety everywhere

Customer Experience & Technical Support:

• Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor

• Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and outcome achievement

• 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

• Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution

Customer Success & Value Realization:

• Drive customer adoption of Agentforce capabilities, including coaching your team members on Agentforce Customer Journey key milestones that they need to influence

• 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

• Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships

• Take a hands-on approach to personally create customer wins, references, and case studies

• Lead Success Architects to deliver proactive success planning and strategic guidance with a consultative approach

Cross-Functional Collaboration & Strategy:

• 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

• Represent the voice of the customer to stakeholders across the organization, including ensuring team contribution to formal product feedback loop process

• Understand success and implementation services best practices and contribute across teams to continuously improve these practices

• Participate in developing, modifying, and executing company policies that affect operations and may have company-wide impact

• Develop a structured change management process to implement required changes considering scale and impact

• Drive the team to effectively align with changes in a timely manner

• Inspire continuous improvement in service delivery according to business objectives

• Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C-level

Required Qualifications & Skills:

Experience:

• 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

Technical & Business Acumen

• Deep understanding of customer service and success best practices

• Ability to balance tactical execution with strategic thinking

• Experience with Agentforce, CRM, or similar enterprise software platforms preferred

• Passion for technology and innovation

• Strong 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

Other Requirements:

• BA/BS Degree in technical, business, or related field (or equivalent relevant experience)

• Based in Bangalore, India or Hyderabad, India with willingness to travel globally for alignment with customers and teams

• Proven ability to work effectively in a matrixed, global organization

What Makes This Role Unique

This is a highly visible leadership position is at the forefront of Salesforce focus on driving Agentforce success and adoption. You'll lead a highly technical and consultative team supporting customers across the entire Agentforce lifecycle in the largest location for Agentforce success. You will join a team of enthusiastic and passionate leaders and individual contributors who are motivated to help customer's find value with their Agentforce solution.

Unleash Your Potential:

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement:

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.