Agentic Customer Success Manager, Senior Manager

Salesforce is the #1 AI CRM, dedicated to driving customer success through innovative AI solutions. As a Customer Success Senior Manager, you will be responsible for ensuring deep adoption of AI solutions, collaborating with internal teams and consulting partners to deliver value to customers, and identifying opportunities for continuous optimization and governance of AI implementations.

Responsibilities:

• Support the Customer Center of Excellence (CoE): Partner with customers in building and nurturing their internal CoE. Train "Agent Champions" and empower customers to independently iterate, govern, and scale their AI footprint
• Data-Driven Governance & Telemetry: 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
• Ecosystem Collaboration: Support the customer's Agentic Enterprise journey by coordinating with Salesforce Account Executives, Professional Services, and Third-Party Consulting Partners/SIs to ensure a unified customer experience
• Drive Deep Consumption: Proactively manage the roadmap for contracted licenses and consumption credits. Success is measured by the customer's ability to fully utilize their investment against high-impact processes
• Value Realization & ROI: Define, track, and report on quantifiable business impact. Move the conversation from "technical deployment" to "business outcomes" (e.g., reducing stock-outs, automating manual triage, and improving planner productivity) using platform data
• Consultative Use Case Identification: Use your knowledge of industry processes to 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
• Remove Adoption Barriers: Identify and help neutralize friction — whether it's data quality issues in Data Cloud, user resistance, or business process misalignment — 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 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
• Experience navigating complex business processes within Supply Chain/Manufacturing (ERP, MRP, Logistics) OR Financial Services (Banking, Insurance, Wealth Management, Regulatory/Compliance workflows)
• Experience working within complex enterprise ecosystems (ERP, MRP, TMS) and understanding manufacturing/logistics workflows
• Familiarity with Data Cloud, Agentforce, or Slack-based workflow automations
• Salesforce certifications (e.g., Administrator, AI Associate) a plus