Salesforce Success Architect - AMER Shifts (Service Cloud)

About the role

Salesforce is hiring a Success Architect specializing in Service Cloud, within its Customer Success team. The role supports Salesforce's most strategic customers by advising on solution design, application lifecycle management, reliability and feature adoption, and by working with support engineers, customer success managers and product teams. The position requires AMER shift availability (EST/PST).

Key responsibilities

• Partner with high-priority customers, assess their Service Cloud implementations and recommend technical architecture, solution design, reliability and feature adoption.
• Act as a trusted Service Cloud subject matter expert, giving proactive and reactive guidance on architecture, technology strategy and best practices.
• Explain complex technical concepts clearly to technical teams and executive leadership.
• Identify capability gaps and design inefficiencies, recommending product enhancements or custom solutions.
• Apply Success Architect playbooks to each customer's situation.
• Collaborate with support engineers, customer success managers and product teams to improve customer outcomes and product direction.

Required profile

• 8+ years of experience in software, system or enterprise architecture.
• Experience with large-scale, complex implementations (SaaS, PaaS multi-tenancy, multi-tiered infrastructure).
• Knowledge of enterprise application integration, including process orchestration, master data management, AI, analytics and security.
• Strong written and verbal communication, stakeholder alignment and presentation skills; high proficiency in English.
• Required certifications: Salesforce Admin, Salesforce Advanced Admin, Service Cloud Consultant.

Required skills

• Service Cloud expertise, including configuration and optimization.
• Data modeling, validation rules, data import/export, ETL tools and integration via REST/SOAP APIs, MuleSoft, Informatica and third-party connectors.
• Security configurations (role hierarchy, sharing rules, profiles, permission sets) and scalable, high-performance architecture.
• APEX, Visualforce and Lightning Web Components (LWC), including triggers, batch jobs and governor limits.
• Integration with other systems via APIs, OAuth, Platform Events, External Objects, Salesforce Connect and Event Relay.
• Preferred: Platform App Builder, Platform Developer 1 and Certified Architect credentials.