Senior Customer Success Manager

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Assist the Customer Center of Excellence (CoE)

• Collaborate with clients to develop and sustain their internal CoE

• Educate "Agent Champions" and enable clients to autonomously iterate, govern, and expand their AI capabilities

• Analyze agent performance metrics, success rates, and areas of friction

• Leverage data-informed insights to suggest enhancements to client workflows

• Aid clients in their Agentic Enterprise journey by liaising with Salesforce teams

• Actively oversee the roadmap for contracted licenses and consumption credits

• Establish, monitor, and report on measurable business impact

• Utilize industry knowledge to uncover opportunities for additional AI agents

• Identify and mitigate obstacles hindering the scaling of Agentforce

• Function as a liaison between the client's operational reality and Salesforce Product and Engineering teams

⛳️ Requirements

• Over 6 years of professional experience

• More than 3 years in Customer Success, Professional Services, or Management Consulting

• Proven experience in adoption and change management for enterprise SaaS

• Experience in participating in or supporting governance frameworks or Steering Committees

• Strong capability to analyze platform telemetry, usage data, and performance dashboards

• Demonstrated success in managing consumption-based accounts

• Exceptional ability to present AI results to senior business stakeholders

• Comprehensive understanding of AI/LLM logic

• Experience maneuvering through complex business processes in Supply Chain/Manufacturing or Financial Services

• Familiarity with navigating intricate enterprise ecosystems

• Knowledge of Data Cloud, Agentforce, or Slack-based workflow automations

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

🏝️ Benefits

• Time off programs

• Medical

• Dental

• Vision

• Mental health support

• Paid parental leave

• Life and disability insurance

• 401(k)

• Employee stock purchasing program