Agentic Customer Success Manager, Senior Manager

100 Salesforce, Inc.; San Francisco (CA); On-site; USD 123,000 - 227,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Employee stock purchase program

Job summary

Salesforce is seeking a Customer Success Senior Manager in San Francisco to partner with customers, drive governance, and optimize AI-enabled adoption across the enterprise. You will coordinate with Account Executives, Professional Services, and partners to ensure a unified customer experience while steering consumption and ROI initiatives.

The role focuses on data-driven governance, platform telemetry, and proactive business outcomes, including reducing friction and expanding AI usage in

Qualifications

• 6+ years of work experience with 3+ years in CS/PS/consulting focused on adoption for enterprise SaaS.
• Experience participating in governance frameworks or Steering Committees for large digital transforms.
• Strong ability to interpret telemetry, usage data, and dashboards for actionable insights.
• Proven track record in managing consumption-based accounts and driving utilization.
• Ability to present AI outcomes to senior stakeholders and translate tech into business value.
• Solid understanding of AI/LLM concepts and translating them into business impact.

Responsibilities

• Partner with customers to build and nurture their internal CoE and governance models.
• Monitor agent performance telemetry, success rates, and friction points to optimize workflows.
• Coordinate with Salesforce Account Executives, PS, and partners for a unified experience.
• Manage contracted licenses and consumption credits to maximize value realization.
• Define and report measurable business impact and ROI from AI deployments.
• Identify opportunities to deploy additional AI agents enabling strategic expansion.

Skills

Governance

Analytical fluency

Consumption model

Strategic communication

AI/LLM

Tools

Data Cloud

Agentforce

Salesforce ecosystem

Job description

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Applications will be accepted until 12/14/2026.

Role

Customer Success Senior Manager

Your Impact

• 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 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.

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

Preferred Requirements

• Industry Domain Expertise: Experience navigating complex business processes within Supply Chain/Manufacturing (ERP, MRP, Logistics) OR Financial Services (Banking, Insurance, Wealth Management, Regulatory/Compliance workflows).
• Systems & Back-office Process Familiarity: Experience working within complex enterprise ecosystems (ERP, MRP, TMS) and understanding manufacturing/logistics workflows.
• Salesforce Ecosystem: Familiarity with Data Cloud, Agentforce, or Slack-based workflow automations.
• Certifications: Salesforce certifications (e.g., Administrator, AI Associate) a plus.

Benefits

• Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.

Salary

The typical base salary range for this position is $123,100 - $227,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $147,400 - $247,900 annually.

Equal Opportunity Statement

Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com. 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. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Additional Company Information

We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.