AI-Driven Customer Success Leader

Salesforce, Inc.; Florida; On-site; USD 123,000 - 227,000; Full time

Job summary

Salesforce is seeking a Customer Success professional in the United States (New York area) to drive adoption and governance of AI agent solutions within enterprise accounts. The role focuses on enabling customers to build CoEs, monitor telemetry, and optimize AI-driven workflows across their enterprise.

You will partner with Account Executives, Professional Services, and Partners to ensure a unified experience, drive license usage, and demonstrate tangible business outcomes from AI investments.

Qualifications

• 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.
• 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.
• Solid understanding of AI/LLM logic and ability to translate 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: Coordinate 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".
• Consultative Use Case Identification: Identify opportunities where deploying additional AI agents can solve real business friction points and build business cases for new use cases.
• Remove Adoption Barriers: Identify and help neutralize friction - data quality issues in Data Cloud, user resistance, or misalignment - that prevents scaling.
• Voice of the Customer: Bridge the customer's reality with Salesforce Product and Engineering to address real-world challenges.

Skills

Governance

Analytical fluency

Consumption model

Strategic communication

AI fluency

Telemetry interpretation

Job description

Salesforce is seeking a Customer Success professional in the United States (New York area) to drive adoption and governance of AI agent solutions within enterprise accounts. The role focuses on enabling customers to build CoEs, monitor telemetry, and optimize AI-driven workflows across their enterprise.

You will partner with Account Executives, Professional Services, and Partners to ensure a unified experience, drive license usage, and demonstrate tangible business outcomes from AI investments.