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About the Role

As a Customer Success Senior Manager, you are a key driver of value for your customers. You move beyond initial implementation to ensure deep, operationalized adoption of contracted use cases. You help keep the "AI Flywheel" spinning by collaborating with a cross-functional ecosystem of internal Salesforce teams and consulting partners, leveraging agent telemetry to drive data-informed improvements, and identifying the next high-impact opportunities for your customers.

Responsibilities

Partner with customers in building and nurturing their internal Customer Center of Excellence (CoE).
Train "Agent Champions" and empower customers to independently iterate, govern, and scale their AI footprint.
Monitor agent performance telemetry, success rates, and friction points to identify where agents are stalling.
Use data-driven insights to proactively recommend optimizations to the customer's workflows.
Coordinate with Salesforce Account Executives, Professional Services, and Third-Party Consulting Partners/SIs to ensure a unified customer experience.
Proactively manage the roadmap for contracted licenses and consumption credits.
Define, track, and report on quantifiable business impact.
Move the conversation from "technical deployment" to "business outcomes" using platform data.
Identify opportunities where deploying additional AI agents can solve real business friction points.
Help build the business case for new use cases, shifting customers from reactive usage to proactive, strategic expansion.
Identify and help neutralize friction that prevents the scaling of Agentforce.
Serve as a bridge between the customer's operational reality and Salesforce Product and Engineering teams to help ensure the roadmap addresses real-world challenges.

Requirements

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 participating in or supporting governance frameworks or Steering Committees for large-scale digital transformation projects.
Strong ability to interpret platform telemetry, usage data, and performance dashboards to derive actionable insights for customers.
Track record of managing consumption-based accounts, focusing on driving utilization through value-based activity.
Strong ability to present AI outcomes to senior business stakeholders, translating technical capabilities into tangible business value.
A solid understanding of AI/LLM logic and the ability to translate technical "agentic" capabilities into business outcomes.

Skills

AI/LLM logic
Platform telemetry interpretation
Usage data analysis
Performance dashboard analysis
Consumption model management
Strategic communication
Industry process knowledge

Location

Select cities within the San Francisco and New York City metropolitan area

Work Type

Full-time

Experience Level

Senior Manager
6+ years of work experience
3+ years in Customer Success, Professional Services, or Management Consulting

Education Level

Salesforce certifications (e.g., Administrator, AI Associate) a plus

Salary/Compensations

$123,100 - $227,000 annually
$147,400 - $247,900 annually in select cities within the San Francisco and New York City metropolitan area

Benefits

Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
The world of החדשות is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Agentforce is the future of AI, and you are the future of Salesforce.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
Salesforce believes in equality for all.
Salesforce believes we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.