Senior Customer Success Manager

🕒 4 days ago

🏄 California, Washington – Remote

🏄 California – Remote ☕ Washington – Remote

💵 $123.1k - $227k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Salesforce

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Salesforce is a leading cloud-based software company that provides a comprehensive customer relationship management (CRM) platform. The platform connects all company data and teams on an integrated, AI-driven system to improve sales, customer service, and marketing efforts. Salesforce offers scalable solutions for businesses of all sizes, including small and medium enterprises, and provides industry-specific solutions to modernize operations, save time, and reduce costs. Salesforce also offers educational resources through Trailhead and a wide selection of apps on AppExchange to extend its CRM capabilities.

📋 Description

• 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 • Monitor agent performance telemetry, success rates, and friction points • Use data-driven insights to recommend optimizations to customer's workflows • Support customer's Agentic Enterprise journey by coordinating with Salesforce teams • Proactively manage the roadmap for contracted licenses and consumption credits • Define, track, and report on quantifiable business impact • Use knowledge of industry processes to identify opportunities for additional AI agents • Identify and neutralize friction that prevents the scaling of Agentforce • Serve as a bridge between customer's operational reality and Salesforce Product and Engineering teams

🎯 Requirements

• 6+ years of work experience • 3+ years in Customer Success, Professional Services, or Management Consulting • Experience in adoption and change management for enterprise SaaS • Experience participating in or supporting governance frameworks or Steering Committees • Strong ability to interpret platform telemetry, usage data, and performance dashboards • Track record of managing consumption-based accounts • Strong ability to present AI outcomes to senior business stakeholders • A solid understanding of AI/LLM logic • Experience navigating complex business processes within Supply Chain/Manufacturing or Financial Services • Experience working within complex enterprise ecosystems • Familiarity with Data Cloud, Agentforce, or Slack-based workflow automations • Salesforce certifications (e.g., Administrator, AI Associate) a plus.

🏖️ Benefits

• time off programs • medical • dental • vision • mental health support • paid parental leave • life and disability insurance • 401(k) • employee stock purchasing program