Senior Agentic 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.

The Experience

Join our Customer Success team as a remote, customer-based Customer Success Senior Manager in London. You act as a trusted strategic advisor to enterprise executives. You lead their Agentforce adoption, AI governance and organisational change so that AI agents deliver measurable business results at scale.

What You'll Actually Be Doing

• Set the strategy for customers' AI Center of Excellence. You advise executive sponsors on governance, operating models and the "Agent Champion" programs that let customers scale AI on their own.
• Own the value story across a portfolio of strategic accounts. You use agent performance data and usage trends to shape the roadmap, increase consumption and report business results, such as fewer stock-outs and better planner productivity, to senior leaders.
• Lead the account team across Account Executives, Professional Services and consulting partners, and make sure everyone works to one plan for the customer's success.
• Shape expansion by finding high-impact AI use cases, building executive-ready business cases and bringing customer insights to Product and Engineering to help shape the roadmap.

You're Our Person If...

• You have 8+ years of work experience, including 5+ years in Customer Success, Professional Services or Management Consulting, leading adoption and change management for complex enterprise software-as-a-service (SaaS) accounts.
• You have led or advised steering committees and governance frameworks for large digital transformation programs, and you have grown consumption-based accounts.
• You influence senior executives with confidence. You turn usage data and AI capabilities into clear business outcomes and return on investment (ROI).
• You understand how AI and large language models (LLMs) work, and you can guide customers on where agentic AI creates the most value.
• Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)

Even Better If...

• You have experience in Supply Chain or Manufacturing, including enterprise resource planning (ERP), material requirements planning (MRP) or transportation management systems (TMS). Financial Services experience also counts, such as Banking, Insurance, Wealth Management or regulatory and compliance workflows.
• You have mentored peers or led cross-functional initiatives within a Customer Success organisation.
• You know Data Cloud, Agentforce or Slack-based workflow automation.
• You hold Salesforce certifications, such as Administrator or AI Associate.

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.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.