AI Adoption & Customer Success Lead

salesforce.com, inc.; New York (NY); On-site; USD 136,000 - 227,000; Full time

Job summary

Salesforce is seeking a Customer Success leader to guide adoption and governance of Agentforce across enterprise clients in the United States. You will partner with Account Executives, Professional Services, and SI partners to ensure seamless value realization from AI deployments and drive consumption of contracted licenses.

The role emphasizes data‑driven insights, governance, and cross‑functional collaboration to translate AI capabilities into measurable business outcomes, such as reducing

Qualifications

• 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.

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.

Skills

Governance Support

Analytical Fluency

Consumption Model Experience

Strategic Communication

AI Fluency

Tools

Data Cloud

Agentforce

Slack/Workflows

Job description

Salesforce is seeking a Customer Success leader to guide adoption and governance of Agentforce across enterprise clients in the United States. You will partner with Account Executives, Professional Services, and SI partners to ensure seamless value realization from AI deployments and drive consumption of contracted licenses.

The role emphasizes data‑driven insights, governance, and cross‑functional collaboration to translate AI capabilities into measurable business outcomes, such as reducing