Senior AI-Driven Customer Success Lead

salesforce.com, inc.; Seattle (WA); On-site; USD 123,100 - 247,900; Full time

Benefits offered by this job

401(k)

Employee stock purchase program

Medical insurance

Job summary

Salesforce is seeking a Customer Success Senior Manager to drive adoption of contracted AI-use cases and growth across an Enterprise client base. You will lead cross-functional collaboration with Account Executives, Professional Services, and partners to ensure value realization and scalable governance of AI deployments.

You will monitor agent telemetry, guide CoE expansion, and push for business outcomes such as reduced stock-outs and automated triage, while communicating strategic AI value to

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.
• Governance experience in large digital transformation projects or steering committees.
• Analytical ability to interpret telemetry, usage data, and dashboards to drive insights.
• Experience managing consumption-based accounts and driving utilization through value-based activity.
• Strong ability to present AI outcomes to senior stakeholders and translate capabilities into business value.
• Solid understanding of AI/LLM logic and translating agentic capabilities into business outcomes.

Responsibilities

• Support the Customer Center of Excellence (CoE) and train Customer champions to independently iterate, govern, and scale the AI footprint.
• Monitor telemetry and performance data to identify friction and optimize customer workflows.
• Coordinate with Salesforce teams and consulting partners to ensure a unified customer experience across the Agentforce journey.
• Proactively manage the roadmap for licenses and consumption credits to maximize business impact.
• Define, track, and report measurable business value, shifting discussions from tech deployment to outcomes.
• Identify opportunities for additional AI agents to expand use cases and drive proactive adoption.

Skills

Customer Success

Governance

Analytical Fluency

Consumption Model

Strategic Communication

AI Fluency

Job description

Salesforce is seeking a Customer Success Senior Manager to drive adoption of contracted AI-use cases and growth across an Enterprise client base. You will lead cross-functional collaboration with Account Executives, Professional Services, and partners to ensure value realization and scalable governance of AI deployments.

You will monitor agent telemetry, guide CoE expansion, and push for business outcomes such as reduced stock-outs and automated triage, while communicating strategic AI value to