Senior Customer Success Manager

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

You are customer-obsessed and a trusted advisor in both AI solutions and organizational change management. For companies on their Agentic Enterprise journey, the path to value isn't just about turning the software on — it's about continuous optimization, cultural adoption, and governance of AI solutions.

As a Customer Success Senior Manager, you are a key driver of value for your customers. You move beyond initial implementation to ensure deep, operationalized adoption of contracted use cases. You help keep the "AI Flywheel" spinning by collaborating with a cross-functional ecosystem of internal Salesforce teams and consulting partners, leveraging agent telemetry to drive data-informed improvements, and identifying the next high-impact opportunities for your customers.

Your Impact

• Support the Customer Center of Excellence (CoE): Partner with customers in building and nurturing their internal CoE. Train "Agent Champions" and empower customers to independently iterate, govern, and scale their AI footprint.

• Data-Driven Governance & Telemetry: Monitor agent performance telemetry, success rates, and friction points to identify where agents are stalling. Use data-driven insights to proactively recommend optimizations to the customer's workflows.

• Ecosystem Collaboration: Support the customer's Agentic Enterprise journey by coordinating with Salesforce Account Executives, Professional Services, and Third-Party Consulting Partners/SIs to ensure a unified customer experience.

• Drive Deep Consumption: Proactively manage the roadmap for contracted licenses and consumption credits. Success is measured by the customer's ability to fully utilize their investment against high-impact processes.

• Value Realization & ROI: Define, track, and report on quantifiable business impact. Move the conversation from "technical deployment" to "business outcomes" (e.g., reducing stock-outs, automating manual triage, and improving planner productivity) using platform data.

• Consultative Use Case Identification: Use your knowledge of industry processes to identify opportunities where deploying additional AI agents can solve real business friction points. Help build the business case for new use cases, shifting customers from reactive usage to proactive, strategic expansion.

• Remove Adoption Barriers: Identify and help neutralize friction — whether it's data quality issues in Data Cloud, user resistance, or business process misalignment — that prevents the scaling of Agentforce.

• Voice of the Customer: Serve as a bridge between the customer's operational reality and Salesforce Product and Engineering teams to help ensure the roadmap addresses real-world challenges.

Minimum Requirements

• 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 Support: Experience participating in or supporting governance frameworks or Steering Committees for large-scale digital transformation projects.

• Analytical Fluency: Strong ability to interpret platform telemetry, usage data, and performance dashboards to derive actionable insights for customers.

• Consumption Model Experience: Track record of managing consumption-based accounts, focusing on driving utilization through value-based activity.

• Strategic Communication: Strong ability to present AI outcomes to senior business stakeholders, translating technical capabilities into tangible business value.

• AI Fluency: A solid understanding of AI/LLM logic and the ability to translate technical "agentic" capabilities into business outcomes.

Preferred Requirements

• Industry Domain Expertise: Experience navigating complex business processes within Supply Chain/Manufacturing (ERP, MRP, Logistics) OR Financial Services (Banking, Insurance, Wealth Management, Regulatory/Compliance workflows).

• Systems & Back-office Process Familiarity: Experience working within complex enterprise ecosystems (ERP, MRP, TMS) and understanding manufacturing/logistics workflows.

• Salesforce Ecosystem: Familiarity with Data Cloud, Agentforce, or Slack-based workflow automations.

• Certifications: Salesforce certifications (e.g., Administrator, AI Associate) a plus.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and  be your best , and our AI agents accelerate your impact so you can  do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $123,100 - $227,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $147,400 - $247,900 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.