Senior AI Customer Success Leader

Salesforce; Miami (FL); On-site; USD 123,000 - 227,000; Full time

Job summary

Salesforce seeks a Customer Success Senior Manager to drive adoption and ROI for AI-driven solutions across enterprise clients. You will collaborate with internal teams and partners to ensure deep, operationalized use of contracted licenses and optimal customer outcomes.

You will translate technical AI capabilities into tangible business value, guide governance, and lead cross-functional efforts to scale the AI footprint for clients in the Supply Chain/Finance sectors.

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 - preferably in Supply Chain/Manufacturing or Financial Services.
• Governance experience in participating in or supporting governance frameworks or Steering Committees for large-scale digital transformation projects.
• Analytical fluency to interpret platform telemetry, usage data, and performance dashboards for actionable insights.
• Experience with consumption-based accounts and driving utilization through value-based activity.
• Strong ability to present AI outcomes to senior business stakeholders and translate capabilities into business value.
• Solid understanding of AI/LLM logic and translating agentic capabilities into business results.

Responsibilities

• Support the Customer Center of Excellence (CoE) and train "Agent Champions" to empower customers to iterate, govern, and scale their AI footprint.
• Monitor agent performance telemetry, success rates, and friction points to identify optimization opportunities.
• Coordinate with Salesforce Account Executives, Professional Services, and Third-Party Partners to ensure a unified customer experience.
• Manage the roadmap for contracted licenses and consumption credits to maximize ROI and utilization.
• Define, track, and report on the quantitative business impact and ROI of AI deployments.
• Identify opportunities for additional AI agents and use cases to expand customer value.

Skills

Analytical fluency

Governance support

Consumption model experience

Strategic communication

AI/LLM fluency

Data telemetry interpretation

Tools

Salesforce Data Cloud

Agentforce

Slack workflows

Job description

Salesforce seeks a Customer Success Senior Manager to drive adoption and ROI for AI-driven solutions across enterprise clients. You will collaborate with internal teams and partners to ensure deep, operationalized use of contracted licenses and optimal customer outcomes.

You will translate technical AI capabilities into tangible business value, guide governance, and lead cross-functional efforts to scale the AI footprint for clients in the Supply Chain/Finance sectors.