Success Architect – Service Cloud (FY27 Q2)

About the role

The Success Architect role within the Cloud Success team focuses on helping Salesforce’s most strategic customers maximize their Service Cloud investments. You will provide expert guidance on architecture, security, performance, scalability, and governance to ensure long‑term technical health.

Key responsibilities

• Assess and optimize Service Cloud implementations for high‑priority customers, delivering recommendations on design, ALM, reliability, and feature adoption.
• Act as a trusted Service Cloud subject‑matter expert, offering proactive and reactive guidance on architecture, technology strategy, and best practices.
• Translate complex technical concepts into clear, actionable advice for technical teams, executives, and cross‑functional partners.
• Collaborate with Support Engineers to resolve immediate issues while identifying root causes for future prevention.
• Partner with Customer Success Managers to align technical health with business objectives.
• Liaise with Salesforce Product teams to surface recurring challenges and influence product improvements.

Required profile

• Deep expertise in Service Cloud and enterprise‑scale solution design.
• Proven ability to communicate technical information to both technical and executive audiences.
• Experience driving technical excellence across design, security, performance, and governance.
• Strong collaborative mindset to work with support, success, and product teams.

Required skills

• Salesforce platform
• Service Cloud
• Application Lifecycle Management (ALM)
• Security architecture
• Performance optimization
• Scalability planning
• Data integrity management
• Solution design