Customer Success Readiness & Communications Senior Architect

Quick Facts

• Role: Senior Architect (Customer Success Readiness & Comms)

Description

You lead readiness, communications, and enablement for Salesforce infrastructure, platform, and security changes so customers, partners, Support, and the field experience them smoothly. You own strategy and messaging across multiple concurrent changes, translating complex technical enforcement behavior into clear help articles, playbooks, customer communications, and training.

Responsibilities

• Assess readiness and prerequisites for critical product changes owned by Identity and Developer Platform teams

• Track dependencies, risks, and delivery status in a project management tool

• Own the comms and enablement plan across long-term programs; set milestones, monitor enforcement-date delivery, and escalate risks early

• Author, publish, and maintain customer-facing knowledge articles on help.Salesforce.com; work with content writers and follow the official publishing process

• Build and maintain internal Support knowledge articles, FAQs, and playbooks ahead of enforcement dates

• Create and send comms/enablement assets (customer emails, internal Slack announcements, internal slides, training) with documented review and approval

• Co-own the field-facing internal resource for upcoming security-related product changes

• Lead the weekly Support swarm leads call with Support comms and enablement partners

• Present in an internal webinar series; schedule, prepare, and support customer webinars as needed

• Identify recurring themes from incoming questions and feed them back into content and product feedback

• Define comms and enablement approach for customer extension and self-service; clarify Support role and edge cases

• Make day-to-day decisions on comms & enablement scope, timing, and content; escalate cross-program issues to the manager and Technology Program Managers

• Aggregate feedback and insights across Product, Engineering, Support, and the field to surface emerging risks and inform decisions

• Adopt an AI-first delivery approach by scaling and championing adoption of authorized AI technologies in deliverables

Requirements

• 5+ years in Customer Success, Product Management, Technical Program Management, Product Marketing/Enablement, or similar SaaS individual contributor roles

• Hands-on understanding of the Salesforce platform

• Experience driving release/readiness/change-management motions for high-impact customer-facing changes, ideally security/platform changes with enforcement dates

• Proven ability to write accurate, clear, usable customer-facing and internal Support content (knowledge articles, FAQs, playbooks, customer emails, release communications)

• Experience enabling Support, Success, and field teams through training, webinars, and other enablement assets

• Ability to partner with technical and non-technical stakeholders across Product, Engineering, Support, Security, and GTM; can translate technical detail into actionable guidance

• Demonstrated expertise in AI productivity tools with a strategic, practical vision for leveraging them in forecasting, documentation, and tracking

• Preferred (not required): Identity/security knowledge (OAuth flows such as username-password, user-agent, device, refresh tokens; Connected Apps/External Client Apps; SSO; MFA; SOAP login)

Benefits

• Time off programs

• Medical, dental, vision, and mental health support

• Paid parental leave

• Life and disability insurance

• 401(k) and employee stock purchasing program

• AI agents to accelerate impact

Accommodation note: Reasonable accommodations are available during the application or recruiting process.