AI-Driven Customer Success Leader

Salesforce, Inc.; Atlanta (GA); On-site; USD 123,000 - 227,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Senior Manager in Atlanta to drive value beyond initial implementation by ensuring deep, operational AI adoption across contracted use cases.

You will collaborate with cross-functional teams and partners, leveraging telemetry to improve workflows and identify high-impact opportunities for customers. You will guide governance, ensure data quality, and translate AI capabilities into tangible business outcomes, reinforcing Salesforce's CoE and

Qualifications

• 6+ years of work experience with 3+ years in Customer Success, Professional Services, or Management Consulting focused on adoption for enterprise SaaS.
• Experience participating in 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, driving utilization through value-based activity.
• Strong ability to present AI outcomes to senior business stakeholders, translating technical capabilities into business value.
• A solid understanding of AI/LLM logic and translating agentic capabilities into business outcomes.

Responsibilities

• Partner with customers in building and nurturing their internal CoE and empower customers to independently iterate and scale their AI footprint.
• Monitor agent performance telemetry and success rates to identify friction points and optimize workflows.
• Coordinate with Salesforce Account Executives, Professional Services, and third-party partners to ensure a unified customer experience.
• Proactively manage the roadmap for contracted licenses and consumption credits to maximize value.
• Define, track, and report on quantifiable business impact and ROI from AI deployments.
• Identify opportunities to deploy additional AI agents to solve real business friction points and expand use cases.
• Identify and remove adoption barriers such as data quality issues, user resistance, or process misalignment.
• Bridge customer needs with Salesforce Product and Engineering to inform roadmap decisions.

Skills

6+ years experience in CS/PS/Consult./

Governance frameworks experience

Analytical fluency

Consumption-based accounts

Strategic communication

AI/LLM fluency

Job description

Salesforce, Inc. is seeking a Customer Success Senior Manager in Atlanta to drive value beyond initial implementation by ensuring deep, operational AI adoption across contracted use cases.

You will collaborate with cross-functional teams and partners, leveraging telemetry to improve workflows and identify high-impact opportunities for customers. You will guide governance, ensure data quality, and translate AI capabilities into tangible business outcomes, reinforcing Salesforce's CoE and