Senior Agentic Customer Success Manager

Salesforce.com, Inc.; City of Westminster; On-site; GBP 100,000 - 140,000; Full time

Job summary

Salesforce.com, Inc. in London is seeking a Senior Manager, Customer Success to serve as a trusted strategic advisor to enterprise executives, leading their Agentforce adoption, AI governance and organizational change to deliver measurable business results at scale.

You will own the value story across strategic accounts, shape roadmaps through usage data, and guide cross-functional teams to align on a single plan for customer success. Experience in SaaS and governance frameworks is essential.

Qualifications

• 8+ years of work experience in customer success, professional services or management consulting.
• 5+ years leading adoption and change management for enterprise SaaS accounts.
• Experience advising executive sponsors and governance programs.
• Ability to transform usage data into executive-ready business outcomes.

Responsibilities

• Set strategy for AI Center of Excellence and governance models.
• Own value story across strategic accounts; shape roadmap using usage trends.
• Lead account team across Account Executives, Professional Services and partners.
• Identify high-impact AI use cases and build business cases for expansion.
• Influence senior executives; translate data into ROI.

Skills

Executive leadership

Change management

SaaS

Customer success

Strategic advisory

Data-driven decision making

Tools

Data Cloud

Agentforce

Slack workflows

Job description

Join our Customer Success team as a remote, customer-based Customer Success Senior Manager in London. You act as a trusted strategic advisor to enterprise executives. You lead their Agentforce adoption, AI governance and organisational change so that AI agents deliver measurable business results at scale. What You'll Actually Be Doing

• Set the strategy for customers' AI Center of Excellence. You advise executive sponsors on governance, operating models and the "Agent Champion" programs that let customers scale AI on their own.
• Own the value story across a portfolio of strategic accounts. You use agent performance data and usage trends to shape the roadmap, increase consumption and report business results, such as fewer stock-outs and better planner productivity, to senior leaders.
• Lead the account team across Account Executives, Professional Services and consulting partners, and make sure everyone works to one plan for the customer's success.

• Shape expansion by finding high-impact AI use cases, building executive-ready business cases and bringing customer insights to Product and Engineering to help shape the roadmap.

  You have 8+ years of work experience, including 5+ years in Customer Success, Professional Services or Management Consulting, leading adoption and change management for complex enterprise software-as-a-service (SaaS) accounts.

• You have led or advised steering committees and governance frameworks for large digital transformation programs, and you have grown consumption-based accounts.
• Influence senior executives with confidence. You turn usage data and AI capabilities into clear business outcomes and return on investment (ROI).
• You understand how AI and large language models (LLMs) work, and you can guide customers on where agentic AI creates the most value.
• Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)

Even Better If...

• You have experience in Supply Chain or Manufacturing, including enterprise resource planning (ERP), material requirements planning (MRP) or transportation management systems (TMS). Financial Services experience also counts, such as Banking, Insurance, Wealth Management or regulatory and compliance workflows.
• You have mentored peers or led cross-functional initiatives within a Customer Success organisation.
• You know Data Cloud, Agentforce or Slack-based workflow automation.
• Hold Salesforce certifications, such as Administrator or AI Associate.

  Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it 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.