# Customer Success Senior Manager

**Company**: Salesforce
**Location**: London
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/United-Kingdom---London/Senior-Agentic-Customer-Success-Manager_JR362550-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_02f617d5-962

## Description

Salesforce is seeking a Customer Success Senior Manager to drive value for customers on their Agentic Enterprise journey.

The successful candidate will be customer-obsessed and a trusted advisor in both AI solutions and organisational change management.

Responsibilities:

- Support the Customer Center of Excellence (CoE): Partner with customers in building and nurturing their internal CoE.

- Data-Driven Governance & Telemetry: Monitor agent performance telemetry, success rates, and friction points.

- Ecosystem Collaboration: Support the customer's Agentic Enterprise journey by coordinating with Salesforce Account Executives, Professional Services, and Third-Party Consulting Partners/SIs.

- Drive Deep Consumption: Proactively manage the roadmap for contracted licenses and consumption credits.

- Value Realisation & ROI: Define, track, and report on quantifiable business impact.

- Consultative Use Case Identification: Use knowledge of industry processes to identify opportunities where deploying additional AI agents can solve real business friction points.

- Remove Adoption Barriers: Identify and help neutralise friction that prevents the scaling of Agentforce.

- Voice of the Customer: Serve as a bridge between the customer's operational reality and Salesforce Product and Engineering teams.

Requirements:

- 6+ years of work experience, with 3+ years in Customer Success, Professional Services, or Management Consulting.

- Governance Support: Experience participating in or supporting governance frameworks or Steering Committees.

- Analytical Fluency: Strong ability to interpret platform telemetry, usage data, and performance dashboards.

- Consumption Model Experience: Track record of managing consumption-based accounts.

- Strategic Communication: Strong ability to present AI outcomes to senior business stakeholders.

- AI Fluency: A solid understanding of AI/LLM logic.

Nice to Have:

- Industry Domain Expertise: Experience navigating complex business processes within Supply Chain/Manufacturing or Financial Services.

- Systems & Back-office Process Familiarity: Experience working within complex enterprise ecosystems.

- Salesforce Ecosystem: Familiarity with Data Cloud, Agentforce, or Slack-based workflow automations.

- Certifications: Salesforce certifications a plus.

## Skills

### Required
- AI
- Customer Success
- Governance
- Telemetry
- Strategic Communication

### Nice to have
- Supply Chain
- Manufacturing
- Financial Services
- Data Cloud
- Agentforce
- Slack

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/United-Kingdom---London/Senior-Agentic-Customer-Success-Manager_JR362550-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)