Director, Marketing Cloud Architecture

Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

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.

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 within Cloud Success is home to Salesforce’s most skilled subject matter experts across products, programs, and processes. As a leader on this team, you will play a pivotal role in shaping strategy, managing team capacity, aligning with key stakeholders, and enabling scalable impact across our customer base.

In this leadership position, you will be responsible for setting the strategic direction and operational cadence of the Success Architect function.

You will ensure optimal capacity planning and resource alignment across a portfolio of critical initiatives and high-impact customer engagements within the Marketing Cloud .

By driving prioritization and balancing workload across the team, you will maximize effectiveness and prevent burnout, while maintaining a laser focus on quality and value delivery.

You will lead a high-performing team that serves as the connective tissue between Cloud Success Group (CSG) Field, Go-To-Market (GTM) teams, and Product & Technology stakeholders.

Your team will deliver architectural thought leadership, field enablement, and technical strategy guidance for Salesforce’s most complex products and customer solutions. This is a highly visible leadership role requiring a strategic mindset, operational rigor, and a passion for coaching high-impact teams.

You will be instrumental in driving Salesforce's customer success vision and building a resilient, knowledgeable, and future-proof Success Architect organization.

Main Responsibilities:

Oversee team capacity across strategic workstreams; balance high-priority asks with long-term planning to ensure efficient deployment of expertise and timely delivery.

Act as the executive liaison with senior leaders across Product, Technology, TMP, Alliances, and CSG; ensure ongoing alignment on priorities, messaging, and delivery expectations.

Operational Orchestration: Workload Management, Triage & Escalation Protocols, Prevent Burnout

Strategic Collaboration & Functional Alignment, Trend Analysis and Insights, Initiative Execution, Content Stress-testing.

People Leadership and Development: Recruit, hire, and onboard a diverse team of technical resources who possess both problem-solving grit and consultative soft skills. Mentor your team on how to context-switch effectively.

Manage intake and execution of the success architect engagements that drive success and improvements in technical health across Salesforce Signature customers.

Continuously assess and evolve team capabilities; drive targeted skill development, succession planning, and onboarding programs to ensure the team remains future-ready.

Ensure your team builds deep relationships with our most strategic customers, delivering tailored consultative engagements that drive product adoption and business outcomes.

Represent the voice of the customer across internal forums, surfacing insights and trends to influence product direction and the broader customer success strategy.

Lead efforts to scale expertise across CSG and the partner ecosystem by developing assets, playbooks, and enablement paths that empower field teams and customers alike.

Requirements

• Strong communication skills, both written and verbal. Clear, concise communication of complex technical ideas and business strategy.
• Strong presentation skills. Confidently represent the team and strategy in executive forums and customer engagements.
• Proven ability to manage schedules, shifts, and capacity planning. You should be comfortable using data to argue for resources or process changes.
• Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.
• An understanding of enterprise-grade systems, Salesforce cloud platforms, integrations, and scalable architecture patterns.
• Experience leading and growing high-performing, technical teams with a focus on coaching, upskilling, and succession planning.
• Strong collaboration and negotiation skills to drive outcomes in a matrixed environment.
• Familiarity with Salesforce products, capabilities, and customer success methodology.
• Familiarity with well-architected standards and best practices.
• Ability to represent technical concepts and product vision to diverse audiences (field, partners, customers, execs).
• Knowledge of how to translate complex solutions into actionable guidance and enablement content.
• Minimum Required Qualifications:
• 10+ years of experience in Customer Success, Solution Architecture, Technical Consulting, or related fields.
• 5+ years of people management or leadership experience, including managing high-performing technical teams.
• Proven knowledge and experience working within the Marketing Cloud
• Proven experience managing capacity and resource planning across complex portfolios or customer engagements.
• Demonstrated success in driving cross-functional alignment with Product, Sales, Services, and Engineering teams.
• Experience leading high-priority initiatives or programs with executive visibility and business-critical outcomes.
• Strong technical knowledge of Salesforce products and platform - features, capabilities, best practices and how to deploy, including knowledge of the Salesforce ecosystem
• Strong analytical and operational abilities, especially around team performance, prioritization, and efficiency.
• 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.
• 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.