CIC Strategic Programs Senior Architect

What You'll Be Doing & Why It Matters

As a Senior Architect on the Customer Success Readiness & Comms team, you make sure Salesforce's infrastructure, platform, and security changes land smoothly for customers, partners, Support, and the field. You own the strategy, communications, and enablement across multiple concurrent infrastructure and product changes.

You become the Subject Matter Expert, with a deep understanding of every behavior change, enforcement date, and extension path. You distill and share what you know internally and externally before customers feel the change.

You are the connective thread between Product Management, Engineering, Support, Security, and the field. You translate complex infrastructure, platform, and security changes into clear knowledge articles, playbooks, customer communications, and training. You also represent the customer and Support voice back into the product and program teams, so readiness gaps are found and closed early.

Core Responsibilities & Scope

• Assess readiness and prerequisites for critical product changes owned by the Identity and Developer Platform teams. Track status, dependencies, and risks in a project management tool.
• Own the comms and enablement plan across a long-term project that includes multiple critical product changes. Set milestones, track delivery against enforcement dates, and escalate risks early.
• Author, publish, and maintain customer-facing knowledge articles on help.Salesforce. Work with content writers and use the official publishing process.
• Build and maintain internal Support knowledge articles, FAQs, and playbooks so Support is ready before enforcement dates.
• Create and send comms and enablement assets: customer emails, internal Slack announcements, internal slides, and training. Follow a documented review and approval process for these assets.
• Co-own the field-facing asset that is the primary internal resource on 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 (PMs usually present; you present and answer FAQs as needed).
• Identify recurring themes from incoming questions, and feed them back into content and product feedback.
• Define the comms and enablement approach for customer extension and self-service experiences. Cover when customers should use them, plus Support's role and edge cases.
• Make day-to-day decisions on Comms & Enablement scope, content, and timing. Escalate cross-program issues to the manager and T&P Technology Program Managers.
• Aggregate feedback and insights across Product, Engineering, Support, and the field to surface emerging risks and inform cross-functional decisions.
• AI-First Delivery & Productivity Strategy: Drive the strategic scaling and champion the adoption of authorized AI technologies throughout your deliverables.

Minimum Requirements

• 5+ years in a Customer Success, Product Management, Technical Program Management, Product Marketing/Enablement, or similar individual contributor role in the SaaS industry.
• Hands-on understanding of the Salesforce platform.
• Preferred, not required: working knowledge of identity and security concepts, such as OAuth flows (username-password, user-agent, device, refresh tokens), Connected Apps / External Client Apps, SSO, MFA, and SOAP login().
• Experience driving release, readiness, or change-management motions for high-impact, customer-facing changes, ideally security or platform changes with enforcement dates.
• Proven record of writing customer-facing and internal support content (knowledge articles, FAQs, playbooks, customer emails, release communications) that is accurate, clear, and usable by non-experts.
• Experience enabling Support, Success, and field teams through training, webinars, and canvases or other enablement assets.
• Experience working with technical and non-technical stakeholders across Product, Engineering, Support, Security, and GTM. Able to turn technical detail into clear, actionable guidance.
• Demonstrated expertise in AI productivity tools, paired with a strategic, practical vision for leveraging them in forecasting, documentation, and tracking.

Skills & Expertise

• Executive and Written Communication: Strong oral and written communication. Proven record of presenting to and updating internal and external stakeholders, including executives and customers.
• Technical Translation: Can take complex infrastructure and product changes and make them understandable to Support, the field, and customers.
• Cross-Functional Collaboration: Can partner across Product Management and Engineering, Support, and Security teams to align priorities and drive coordinated execution.
• Program Management and Execution: Can manage multiple concurrent workstreams, trackers, and deadlines. Keeps handoffs and approvals clean and holds stakeholders accountable.
• Prioritization Agility: Shifts focus when enforcement dates, scope, or product readiness change. Manages through ambiguity (for example, processes still in development).
• Critical and Strategic Thinking: Synthesizes input from many sources, spots themes and risks, and turns them into actionable plans.
• Decision Quality: Makes sound decisions from analysis, experience, and judgment under competing priorities.
• Conflict Management and Negotiating: Handles disagreements on scope, timing, and messaging with minimal noise. Wins buy-in without damaging relationships.
• Drive for Results / Action Oriented: Has a bias for action. Pushes self and others to deliver on time with high quality.
• Data-Informed Decision Making: Uses quantitative and qualitative data (support case themes, channel questions, readiness status) to improve content and approach.
• Business Acumen: Understands the customer, Support, and partner impact of forced product changes, and balances Salesforce goals with adoption and customer friction.