Customer Success Senior Manager - AI Solutions & Agentforce

Salesforce is looking for a customer-obsessed, trusted advisor in AI solutions and organizational change management. For customers on their Agentic Enterprise journey, value comes from continuous optimization, cultural adoption, and governance of AI solutions, not just turning the software on. As a Customer Success Senior Manager, you would move beyond initial implementation to drive deep, operationalized adoption of contracted use cases. You would work with internal Salesforce teams and consulting partners, use agent telemetry to drive data-informed improvements, and identify the next high-impact opportunities for customers.

Key responsibilities

• Customer Center of Excellence (CoE): Help customers build their internal CoE, train “Agent Champions,” and enable them to iterate, govern, and scale their AI footprint independently.
• Data-driven governance and telemetry: Monitor agent performance, success rates, and friction points, and recommend workflow optimizations based on the data.
• Ecosystem collaboration: Coordinate with Salesforce Account Executives, Professional Services, and third-party consulting partners and SIs for a unified customer experience.
• Drive deep consumption: Manage the roadmap for contracted licenses and consumption credits so customers fully use their investment on high-impact processes.
• Value realization and ROI: Define, track, and report quantifiable business impact, moving the conversation from technical deployment to business outcomes.
• Consultative use case identification: Use industry process knowledge to find opportunities for additional AI agents and help build the business case for new use cases.
• Remove adoption barriers: Help neutralize friction such as Data Cloud data quality issues, user resistance, or business process misalignment.
• Voice of the customer: Bridge customers and Salesforce Product and Engineering teams so the roadmap reflects real-world challenges.

Experience required

• 6+ years of work experience, with 3+ years in Customer Success, Professional Services, or Management Consulting, focused on adoption and change management for enterprise SaaS, preferably in Supply Chain/Manufacturing or Financial Services.
• Experience supporting governance frameworks or Steering Committees for large digital transformation projects.
• Strong ability to interpret platform telemetry, usage data, and dashboards.
• Track record managing consumption-based accounts and driving utilization through value-based activity.
• Strong ability to present AI outcomes to senior business stakeholders.
• Solid understanding of AI/LLM logic and the ability to translate agentic capabilities into business outcomes.

Preferred

• Domain experience in Supply Chain/Manufacturing (ERP, MRP, Logistics) or Financial Services (Banking, Insurance, Wealth Management, Regulatory/Compliance).
• Experience in complex enterprise ecosystems (ERP, MRP, TMS) and manufacturing/logistics workflows.
• Familiarity with Data Cloud, Agentforce, or Slack-based workflow automations.
• Salesforce certifications (for example, Administrator, AI Associate).

Technical skills

• Customer success and enterprise SaaS adoption
• Agent telemetry, usage data, and dashboard analysis
• AI/LLM and agentic capabilities (Agentforce, Data Cloud)
• Consumption-based account management
• Governance frameworks and Steering Committees
• ERP, MRP, and TMS ecosystems (preferred)

Soft skills

• Customer obsession and trusted advisor mindset
• Change management and driving adoption
• Strategic communication with senior business stakeholders
• Cross-functional collaboration with internal teams and partners
• Consultative, business-case-driven thinking

Benefits

• Time off programs
• Medical, dental, and vision
• Mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program
• Certain roles may be eligible for incentive compensation and equity