Senior AI Customer Success Leader

Salesforce; Chicago (IL); On-site; USD 123,000 - 227,000; Full time

Job summary

Salesforce in Chicago seeks an experienced Senior Customer Success Manager to drive adoption and value realization for enterprise AI solutions. You’ll lead cross-functional efforts with Sales, Services, and Partners to ensure scale, governance, and measurable business impact across contracted use cases.

In this role you’ll leverage telemetry and usage data to optimize outcomes, identify high-impact opportunities, and remove adoption barriers while guiding customers through complex digital

Qualifications

• Experience in Customer Success for enterprise SaaS with adoption focus.
• Experience supporting governance frameworks or steering committees for digital transformation.
• Ability to interpret telemetry, usage data, and dashboards to derive insights for customers.
• Track record of managing consumption-based accounts and boosting 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 benefits.

Responsibilities

• Support the Customer Center of Excellence (CoE) by partnering with customers to build and nurture their internal CoE.
• Monitor agent performance telemetry and usage dashboards to identify optimization opportunities.
• Coordinate with Salesforce Account Executives, Professional Services, and Partners for a unified customer experience.
• Manage the roadmap for contracted licenses and consumption credits to maximize value.
• Define and report business impact, translating AI capabilities into measurable outcomes.
• Identify opportunities for new AI use cases and build the business case for expansion.
• Remove adoption barriers by addressing data quality, user resistance, and process alignment.

Skills

Customer Success

Governance

Data Analytics

Usage/Consumption

Strategic Communication

AI/LLM Fluency

Job description

Salesforce in Chicago seeks an experienced Senior Customer Success Manager to drive adoption and value realization for enterprise AI solutions. You’ll lead cross-functional efforts with Sales, Services, and Partners to ensure scale, governance, and measurable business impact across contracted use cases.

In this role you’ll leverage telemetry and usage data to optimize outcomes, identify high-impact opportunities, and remove adoption barriers while guiding customers through complex digital