Director Regional Success Architecture (Agentforce)

Salesforce is hiring a Director Regional Success Architecture (Agentforce) in India - Hyderabad.

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

Responsibilities

The successful candidate will be independent, self-motivated, proactive, results-oriented, capable of quickly championing change, and influential. You will define and provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a diverse team of professionals through a high-growth period that requires adaptability and comfort with changing circumstances.

Leadership & Team Development:

• Build, lead, and develop a world-class team of Success Architects in Bangalore and Hyderabad, India.

• Manage individual contributors and front line managers 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

• Create an environment of stronger employee engagement through regular connects including 1:1s, all-hands, and office hours

• Demonstrate better together leadership that works together with peer leaders to achieve the best outcomes

• Secure psychological safety everywhere

Customer Experience & Technical Support:

• 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

• Ensure the team KPIs are met or exceeded across Global Architect standards

• Exemplify a positive customer experience through effective communication in every interaction with the customer

Requirements

Experience

• 15+ years in consulting/professional services, customer success, or related customer-facing roles, handling complex issues for enterprise customers

• 8+ years at management level, with proven ability to lead and develop high-performing teams

• Experience managing teams of 15+ individual contributors and Front Line Managers 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

• Experience in AMER market preferred; 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

• Ability to influence and build relationships across global teams and cultures

Other Requirements:

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 t