Salesforce Architect - Customer Success & Revenue Operations

Salesforce Architect - Customer Success & Revenue Operations

Experience : 6-10 years

Location : India (Remote / Hybrid)

Industry : SaaS / CRM / Customer Success & Revenue Operations

Overview:

- We are seeking a strategic and business-oriented Salesforce Architect to drive the evolution, scalability, and governance of our Salesforce environment. This role is ideal for professionals who bring a strong blend of business acumen, solution design expertise, and cross-functional leadership to deliver high-impact outcomes across customer success, partner operations, and revenue workflows.

The ideal candidate will play a pivotal role in defining solution architecture, collaborating with leadership on operational roadmaps, and driving initiatives that enable self-service support, AI-led customer engagement, and scalable partner ecosystems.

Key Responsibilities

Strategic Architecture & Business Enablement:

- Partner with cross-functional leaders (RevOps, Customer Success, Product) to define the Salesforce roadmap aligned with business goals.

- Architect scalable solutions on Service Cloud to support evolving support and implementation operations.

- Drive adoption of AI-driven enhancements, workflow automation, and self-service tools to improve CX and operational efficiency.

- Enable future-ready partner engagement systems and consumption-based revenue models.
Customer Success & Support Optimization

- Design structured escalation and SLA frameworks to improve service delivery.

- Implement milestone tracking and entitlement processes to ensure timely customer outcomes.

- Leverage analytics and AI to proactively flag risks and improve response velocity.

- Enhance knowledge base discoverability and integrate contextual support across touchpoints.

Governance, Quality, and Documentation:

- Establish best practices for governance, naming conventions, and process documentation.

- Oversee testing protocols (UAT, regression) and ensure adherence to release standards.

- Champion a documentation-first culture to support scale, compliance, and audit-readiness.

- Cross-Functional Collaboration & Stakeholder Management

- Act as the bridge between technical and business teams, translating requirements into scalable Salesforce solutions.

- Influence decision-making through data-driven insights and solution recommendations.

- Support partner readiness, lead sharing, and services visibility initiatives across GTM and customer teams.

Desired Skills & Experience:

Must-Have:

- 6+ years of Salesforce experience with a focus on Service Cloud and Customer Success Operations.
Strong exposure to solution architecture, stakeholder management, and implementation governance.
Experience enabling customer support workflows, escalation frameworks, and milestone tracking.

- Excellent communication skills with the ability to present technical concepts to business stakeholders.
Proven track record of driving process automation, scalability, and operational improvements.

Good-to-Have:

Experience with middleware tools (Informatica, Zapier) and integrations with ERP/CSM platforms.
Exposure to consumption-based billing models, partner operations, or revenue enablement workflows.
Salesforce certifications (e.g., Service Cloud Consultant, Application Architect).