Director, Regional Success Architecture - Agentforce

About the role

The Director, Regional Success Architecture, Agentforce, is a customer-focused leader responsible for Salesforce's most technical success plan aligned role, Success Architects. This role will ensure the highest sustainable level of customer satisfaction with Agentforce across all customer segments.

Responsibilities

• Build, lead, and develop a world-class team of Success Architects in AMER.
• Manage individual contributors 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.
• Secure psychological safety everywhere.
• 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.
• Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution.
• 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.
• 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.
• 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.
• Execute company policies that affect operations and may have company-wide impact.
• Drive the team to effectively align with changes in a timely manner.
• Inspire continuous improvement in service delivery according to business objectives.
• Show excellent communication, presentation, and negotiation skills at all organizational levels, including C-level.

Qualifications & Skills

• 10+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers.
• 5+ years at management level, with proven ability to lead and develop high-performing teams.
• Experience managing teams of 15+ individual contributors 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.
• 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.

Other Requirements

• Bachelor's Degree in technical, business, or related field (or equivalent relevant experience).
• Proven ability to work effectively in a matrixed, global organization.

What Makes This Role Unique

This is an exciting leadership position at the forefront of Salesforce’s focus on driving Agentforce success and adoption. You'll lead a highly technical and consultative team supporting customers across the entire Agentforce lifecycle. You will join a team of enthusiastic and passionate leaders and individual contributors who are motivated to help customers 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.