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You are customer-obsessed and a trusted advisor 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 continuous optimization, cultural adoption, and governance of AI solutions.

As a Customer Success Manager, Director, you are a key driver of value for your customers. You move beyond initial implementation to ensure deep, operationalized adoption of contracted use cases. You help keep the "AI Flywheel" spinning by collaborating with a cross-functional ecosystem of internal Salesforce teams and consulting partners, leveraging agent telemetry to drive data-informed improvements, and identifying the next high-impact opportunities for your customers.

• Support the Customer Center of Excellence (CoE): Partner with customers in building and nurturing their internal CoE. Train "Agent Champions" and empower customers 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 data-driven insights to proactively recommend optimizations to the customer's workflows.

• Ecosystem Collaboration: Support the customer's Agentic Enterprise journey by coordinating 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. 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 platform data.

• Consultative Use Case Identification: Use your knowledge of industry processes to identify opportunities where deploying additional AI agents can solve real business friction points. Help build the business case for new use cases, shifting customers from reactive usage to proactive, strategic expansion.

• Remove Adoption Barriers: Identify and help 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: Serve as a bridge between the customer's operational reality and Salesforce Product and Engineering teams to help ensure the roadmap addresses real-world challenges.

• 8-10+ years of work experience, with 4+ years in Customer Success, Professional Services, or Management Consulting, focused on adoption and change management for enterprise SaaS — preferably in Supply Chain/Manufacturing or Financial Services.

• Governance Support: Experience participating in or supporting 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 Experience: Track record of managing consumption-based accounts, focusing on driving utilization through value-based activity.

• Strategic Communication: Strong ability to present AI outcomes to senior business stakeholders, translating technical capabilities into tangible business value.

• AI Fluency: A solid understanding of AI/LLM logic and the ability to translate technical "agentic" capabilities into business outcomes.

• Industry Domain Expertise: 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 working within complex enterprise ecosystems (ERP, MRP, TMS) and understanding manufacturing/logistics workflows.

• Salesforce Ecosystem: Familiarity with Data Cloud, Agentforce, or Slack-based workflow automations.

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