Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Join Salesforce, the #1 AI CRM, where humans and AI agents collaborate to drive customer success. As a Senior Agentic Customer Success Manager, you will be part of the Customer Success team in London, helping companies realize real business value from Agentforce, Salesforce's AI agent platform. You will guide customers through adoption, monitor AI agent performance, and support growth into new use cases. Your role includes ensuring customers maximize their Salesforce licenses and consumption credits to achieve measurable business outcomes such as faster case handling and increased team productivity. You will review AI agent performance, identify bottlenecks, and recommend improvements. Additionally, you will help customers build internal expert teams (Centers of Excellence), train agent champions, and establish governance frameworks to independently manage and expand AI usage. Collaborating closely with Account Executives, Professional Services, and consulting partners, you will provide customers with a seamless experience and relay valuable feedback to Product and Engineering teams. This role offers the opportunity to shape the future of AI-driven customer success and contribute to workforce transformation in the agentic era.

Experience
Minimum 6 years of professional experience, including at least 3 years in customer success, professional services, or consulting roles supporting enterprise software adoption and change management. Proven ability to analyze usage data and performance dashboards to derive actionable next steps. Experience managing customer accounts where spending is linked to product usage. Skilled at explaining AI and large language model (LLM) capabilities in clear business terms to senior leaders. Experience supporting steering committees or governance groups on large transformation initiatives. Additional experience such as extracurricular leadership, military service, or volunteer work will be considered.

About you
Strong communicator with the ability to translate complex AI concepts into business value. Collaborative team player who can work effectively with cross-functional partners. Passionate about innovation and driving customer success through AI technology. Proactive in identifying new AI use cases and overcoming barriers such as data quality or organizational resistance.

Qualifications
Knowledge of supply chain, manufacturing, or financial services processes and ERP systems is advantageous. Experience with Data Cloud, Agentforce, or Slack-based workflow automation is a plus. Salesforce certifications such as Administrator or AI Associate are highly desirable.