Success Architect - Service Cloud

Role Overview

The Success Architect collaborates closely with various teams across Customer Success and the Product organization to drive long-term solutions for customers. They work with support engineers to resolve immediate technical challenges while identifying root causes to prevent future issues. Partnering with customer success managers, they ensure customers receive strategic guidance on best practices and long-term technology health.

What You Will Do

As a Success Architect specializing in Service Cloud, you will drive customer impact, lead with expertise, communicate with clarity, innovate and solve problems, execute proven strategies, and build strong relationships.

Why It Might Be a Fit

This role requires a strong understanding of Salesforce products, platform capabilities, technical governance, and best practices. The ideal candidate will have 5+ years of experience in software, system, or enterprise architecture, and expertise in Service Cloud, solution design, and architecture.

Requirements

• 5+ years of experience in software, system, or enterprise architecture
• Expertise in Salesforce products, platform capabilities, technical governance, and best practices
• Experience with large-scale, complex implementations, including SaaS, PaaS, multi-tenancy, and multi-tiered infrastructure
• Knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics, and security best practices
• Familiarity with industry- or vertical-specific solutions (preferred)
• Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and technical audiences
• Proven ability to lead discussions, influence decision-making, and advocate for best practices
• High English proficiency, as the base of the customers are in AMER
• Expertise in Service Cloud, including case management, Omni-Channel routing, Knowledge, Service Console, and automation tools like Flow and Einstein Bots
• Ability to configure and optimize these features to meet business needs
• Secure & Scalable Architecture: Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations
• Proven ability to design scalable, high-performance architectures aligned with Salesforce best practices, including Large Data Volume (LDV) considerations
• Salesforce Development: Hands-on experience with APEX programming, Visualforce, and Lightning Web Components (LWC)
• Ability to develop and optimize custom triggers, controllers, batch jobs, and asynchronous processing
• Data Management & Integration: Proficient in designing and managing data models, relationships (lookup/master-detail), validation rules, and data governance best practices
• Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica), and third-party connectors
• Salesforce Certifications: One or more of the following: Salesforce Admin, Service Cloud Consultant, Experience Cloud Consultant, or Agentforce Specialist

Benefits

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
• World-class enablement and on-demand training with Trailhead.com
• Exposure to executive thought leaders and regular 1:1 coaching with leadership
• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community