Strategic AI Customer Success Manager

salesforce.com, inc.; Chicago (IL); On-site; USD 123,000 - 227,000; Full time

Job summary

Salesforce is seeking a seasoned Customer Success leader to optimize adoption of AI-enabled agents within enterprise clients. You will govern programs, drive value realization, and partner across Salesforce teams and partners to deliver measurable outcomes.

In this role, you’ll analyze telemetry, champion governance, and translate AI capabilities into business results, guiding customers from deployment to ongoing optimization while expanding licenses and ensuring ROI.

Qualifications

• Experience participating in governance or Steering Committees for large-scale digital transformation.
• Strong ability to interpret telemetry, usage data, and performance dashboards to drive actions.
• Track record of managing consumption-based accounts and driving utilization through value-based activity.
• Ability to present AI outcomes to senior stakeholders in business terms.
• Solid understanding of AI/LLM concepts and translating capabilities into business value.

Responsibilities

• Support the Customer Center of Excellence (CoE) and train internal 'Agent Champions' to scale AI adoption.
• Monitor agent performance telemetry and friction points to identify optimization opportunities.
• Coordinate with Salesforce Account Executives, Professional Services, and Partners to ensure a unified customer experience.
• Manage the roadmap for contracted licenses and consumption credits to maximize value realization.
• Define and report on measurable business impact, shifting focus from deployment to outcomes.
• Identify opportunities for new AI use cases and build the business case for expansion.
• Identify and remove adoption barriers relating to data quality, user change, or process alignment.
• Serve as a conduit between customers and Salesforce product/engineering teams to address real-world challenges.

Skills

Governance & adoption

Analytics

Consumption models

Strategic communication

AI fluency

Stakeholder management

Tools

Salesforce Data Cloud

Agentforce

Slack automations

Job description

Salesforce is seeking a seasoned Customer Success leader to optimize adoption of AI-enabled agents within enterprise clients. You will govern programs, drive value realization, and partner across Salesforce teams and partners to deliver measurable outcomes.

In this role, you’ll analyze telemetry, champion governance, and translate AI capabilities into business results, guiding customers from deployment to ongoing optimization while expanding licenses and ensuring ROI.