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.