Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. Innovation isn’t a buzzword — it’s a way of life. The world of work is changing and we are looking for Trailblazers passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Agentforce is the future of AI, and you are the future of Salesforce.

As a Senior Agentic Customer Success Manager, you will be customer-obsessed and a trusted advisor in AI solutions and organizational change management. You will guide companies on their Agentic Enterprise journey, focusing on continuous optimization, cultural adoption, and governance of AI solutions beyond initial implementation.

You will collaborate with internal Salesforce teams and consulting partners to leverage agent telemetry, drive data-informed improvements, and identify high-impact opportunities. Your role includes supporting the Customer Center of Excellence, training “Agent Champions,” monitoring agent performance telemetry, and proactively recommending workflow optimizations.

You will coordinate with Salesforce Account Executives, Professional Services, and Third-Party Consulting Partners to ensure a unified customer experience, manage contracted licenses and consumption credits, and define, track, and report on quantifiable business impact. Your consultative approach will identify new AI use cases, build business cases for expansion, and remove adoption barriers such as data quality issues, user resistance, or process misalignment.

Serving as the voice of the customer, you will bridge operational realities with Salesforce Product and Engineering teams to ensure the roadmap addresses real-world challenges.

Join Salesforce to unleash your potential with benefits and resources that support balance and excellence, accelerated by AI agents to maximize your impact. Apply today to shape the future of AI and redefine what’s possible for yourself and the world.

Experience
6+ years of work experience with 3+ 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.
Experience supporting governance frameworks or Steering Committees for large-scale digital transformation projects.
Strong analytical skills to interpret platform telemetry, usage data, and performance dashboards to derive actionable insights.
Proven track record managing consumption-based accounts, driving utilization through value-based activity.
Strong strategic communication skills, able to present AI outcomes to senior business stakeholders and translate technical capabilities into business value.
Solid understanding of AI/LLM logic and ability to translate technical “agentic” capabilities into business outcomes.

About you
Customer-obsessed and a trusted advisor with a consultative approach.
Collaborative, able to work across cross-functional teams and external partners.
Proactive in identifying and removing adoption barriers.
Passionate about innovation and driving business impact through AI.
Excellent communicator with the ability to bridge technical and business perspectives.

Qualifications
Industry domain expertise in Supply Chain/Manufacturing (ERP, MRP, Logistics) or Financial Services (Banking, Insurance, Wealth Management, Regulatory/Compliance workflows) is highly desirable.
Familiarity with complex enterprise ecosystems (ERP, MRP, TMS) and manufacturing/logistics workflows is a plus.
Experience with Salesforce ecosystem products such as Data Cloud, Agentforce, or Slack-based workflow automations is advantageous.
Salesforce certifications (e.g., Administrator, AI Associate) are a plus.