Location
Central London (Remote, customer-based)

Hours
Full Time

Salary
Negotiable

About the Role
Join Salesforce, the #1 AI CRM, as a Senior Agentic Customer Success Manager within our Customer Success team. In this remote role based in London, you will act as a trusted strategic advisor to enterprise executives, leading their adoption of Agentforce, AI governance, and organisational change to ensure AI agents deliver measurable business results at scale. You will set the strategy for customers' AI Center of Excellence, advise executive sponsors on governance and operating models, and lead "Agent Champion" programs that enable customers to scale AI independently. You will own the value story across a portfolio of strategic accounts by leveraging agent performance data and usage trends to shape roadmaps, increase consumption, and report business outcomes such as improved planner productivity and fewer stock-outs to senior leaders. Additionally, you will lead cross-functional account teams including Account Executives, Professional Services, and consulting partners to ensure alignment on customer success plans. You will identify high-impact AI use cases, build executive-ready business cases, and bring customer insights to Product and Engineering teams to influence the roadmap. This role offers the opportunity to be at the forefront of workforce transformation in the agentic era and contribute to redefining what’s possible with AI.

Experience
Minimum 8 years of professional experience including at least 5 years in Customer Success, Professional Services, or Management Consulting, leading adoption and change management for complex enterprise SaaS accounts. Proven track record advising or leading steering committees and governance frameworks for large digital transformation programs. Experience growing consumption-based accounts and influencing senior executives with confidence. Strong understanding of AI and large language models (LLMs), with the ability to guide customers on agentic AI value creation.

About you
Confident influencer with excellent communication skills and a strategic mindset. Passionate about AI-driven innovation and customer success. Able to translate usage data and AI capabilities into clear business outcomes and ROI. Collaborative leader who can coordinate cross-functional teams and drive alignment towards customer goals.

Qualifications
Knowledge or experience in Supply Chain or Manufacturing (ERP, MRP, TMS) or Financial Services (Banking, Insurance, Wealth Management, regulatory/compliance workflows) is highly desirable. Experience mentoring peers or leading cross-functional initiatives within Customer Success organizations is a plus. Familiarity with Salesforce products such as Data Cloud, Agentforce, or Slack-based workflow automation is advantageous. Salesforce certifications such as Administrator or AI Associate are preferred but not required.