[Hiring] Senior Customer Success Manager @Salesforce

Role Description

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.

• Set the strategy for customers' AI Center of Excellence.
• 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.
• 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, ensuring 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.

Qualifications

• 8+ years of work experience, including 5+ years in Customer Success, Professional Services or Management Consulting.
• Experience leading adoption and change management for complex enterprise software-as-a-service (SaaS) accounts.
• Experience leading or advising steering committees and governance frameworks for large digital transformation programs.
• Ability to influence senior executives with confidence.
• Understanding of how AI and large language models (LLMs) work.
• Experience evaluated based on alignment to core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).

Requirements

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

Benefits

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.

Accommodations

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

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. At Salesforce, we believe in equality for all and strive to create a workplace that’s inclusive and free from discrimination.