Description
You are customer-obsessed and a trusted expert 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 the continuous optimization, cultural adoption, and governance of AI solutions.
As the Agentic Customer Success Director, you are the strategic architect of value. You move beyond the initial implementation to ensure deep, operationalized adoption of contracted use cases. You ensure the "AI Flywheel" keeps spinning by orchestrating a complex ecosystem of internal Salesforce teams and consulting partners, while using agent telemetry to drive data-driven improvements, and identifying the next high-impact opportunities for the customer.
Your Impact
Enable the Customer Center of Excellence (CoE): Lead the customer in building and nurturing their internal CoE. Train "Agent Champions" and empower the customer 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 these data-driven insights to proactively recommend optimizations to the customer’s supply chain workflows.
Ecosystem Orchestration: Guide the customer’s Agentic Enterprise journey. Coordinate seamlessly 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. Your 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 hard data from the platform.
Consultative Use Case Identification: Use your knowledge of industry processes to identify "qualified opportunities" where deploying additional AI agents solves business friction points. Tee up the business case for these new use cases, shifting the customer from reactive usage to proactive, strategic expansion.
Remove Adoption Barriers: Identify and 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: Act as a bridge between the customer’s operational reality and Salesforce Product and Engineering teams to ensure the roadmap solves real-world supply chain hurdles.
Minimum Requirements
8+ years of work experience, with 5+ years in Customer Success, Professional Services, or Management Consulting, focused on adoption and change management for enterprise SaaS, preferably in the domains of Supply Chain/Manufacturing or Financial Services.
Governance Leadership: Experience standing up 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 Mastery: Track record of managing consumption-based accounts, focusing on driving utilization through value-based activity.
Strategic Communication: Exceptional ability to present complex AI outcomes to C-suite executives, shifting the narrative from technical features to business value.
AI Fluency: A deep understanding of AI/LLM logic and the ability to translate technical "agentic" capabilities into business outcomes outcomes.
Preferred Requirements
Industry Domain Expertise: Deep 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 navigating complex enterprise ecosystems (ERP, MRP, TMS) and understanding manufacturing/logistics workflows.
Salesforce Ecosystem: Familiarity with Data 360, Agentforce, or Slack-based workflow automations.
*LI-Y
For roles in San Francisco and Los Angeles: Pursuant 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.