Senior Agentic Customer Success Manager

Overview

In this senior Customer Success role, you will guide enterprise clients through AI adoption at scale, acting as a trusted strategic adviser to executives. You’ll shape governance, operating models, and Center of Excellence programs to maximize AI ROI. You’ll own value narratives across strategic accounts, leverage usage data to steer roadmaps, and drive cross-team alignment for sustained success.

This is a chance to influence large-scale digital transformation and advance Agentforce initiatives within a market-leading AI CRM platform.

• Set strategy for customers' AI Center of Excellence and advise on governance and operating models
• Own the value story across a portfolio of strategic accounts using performance data to shape roadmaps and ROI
• Lead the account team across Account Executives, Professional Services and partners to align on a single plan
• Identify high-impact AI use cases and build executive-ready business cases to influence Product and Engineering roadmaps

• 8+ years of experience in Customer Success, Professional Services or Management Consulting for complex SaaS accounts
• 5+ years in customer success, professional services or management consulting related to adoption and change management
• Proven ability to influence senior executives and translate usage data into measurable business outcomes/ROI
• Strong understanding of AI and large language models (LLMs) and guidance on where agentic AI adds value
• Experience leading governance frameworks and steering committees for large digital transformation programs
• Track record of growing consumption-based accounts
• Experience with cross-functional collaboration and change management to drive adoption

• executive communication
• influence and negotiation
• cross-functional collaboration
• AI governance
• SaaS adoption and change management
• data-driven decision making