Senior AI Customer Success Lead

salesforce.com, inc.; San Francisco (CA); On-site; USD 123,100 - 247,900; Full time

Job summary

Salesforce is seeking a Customer Success Senior Manager to drive deep adoption of AI-driven solutions. You will collaborate with cross-functional teams and consulting partners to maximize value from contracted licenses and AI use cases, while guiding governance and change management for enterprise customers.

You will lead efforts to realize measurable business outcomes, optimize customer workflows, and champion adoption of Agentforce AI capabilities across large-scale deployments.

Qualifications

• 6+ years of work experience with 3+ years in Customer Success, Professional Services, or Management Consulting for enterprise SaaS.
• Experience participating in governance frameworks or Steering Committees for digital transformation.
• Ability to interpret telemetry, usage data, and dashboards to derive insights.
• Experience managing consumption-based accounts and driving utilization.
• Strong ability to present AI outcomes to senior stakeholders.
• Solid understanding of AI/LLM concepts and translating these into business value.

Responsibilities

• Support the Customer Center of Excellence (CoE) and train 'Agent Champions' to scale AI footprint.
• Monitor telemetry and performance data to identify friction points and optimizations.
• Coordinate with Salesforce teams and partners to ensure a unified customer experience.
• Manage roadmap and consumption licenses to maximize value realized from investments.
• Define and report on business impact, translating technical outcomes into business value.
• Identify opportunities for deploying additional AI agents to address friction points.
• Remove adoption barriers by addressing data quality, user resistance, or process misalignment.
• Serve as a voice of the customer to Product and Engineering for roadmap alignment.

Skills

Governance

Analytical fluency

Consumption model

Strategic communication

AI fluency

Tools

Salesforce Data Cloud

Agentforce

Job description

Salesforce is seeking a Customer Success Senior Manager to drive deep adoption of AI-driven solutions. You will collaborate with cross-functional teams and consulting partners to maximize value from contracted licenses and AI use cases, while guiding governance and change management for enterprise customers.

You will lead efforts to realize measurable business outcomes, optimize customer workflows, and champion adoption of Agentforce AI capabilities across large-scale deployments.