Customer Success Manager/ Director - Agentforce

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job Details

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

For customers who purchase a Customer Success Plan, we offer our deepest level of partnership, skilled expertise, and tools to drive agility and success.

We are seeking a Customer Success Manager (CSM) for Agentforce to serve as a named resource and strategic advisor for Salesforce's most important accounts deploying autonomous agents via Agentforce. This role will be focused on customers in the ICE (Industrial, Consumer Goods, and Energy) Operating Unit (OU) in AMER.

As an Agentforce-certified CSM, you will:

• Lead the orchestration of all Agentforce deliverables, outcomes, and renewals.

• Serve as a strategic advisor to executives and operational leaders across IT and the business.

• Help customers unlock and expand AI-powered capabilities through Agentforce, maximizing their Salesforce investment.

• Champion Customer Success Plan adoption across agent use cases and lifecycle expansion.

This role requires deep technical and strategic knowledge of Service Cloud, Sales Cloud, Commerce Cloud, AI, and Agentforce deployments, as well as strong leadership and communication skills.

• Single Point of Accountability: Orchestrate all Agentforce and Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.

• Customer Advocacy: Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.

• Success Strategy Execution: Launch and execute Agentforce-specific Customer Success Plans; renew and expand across customers.

• Agentforce Expertise: Provide expert guidance on autonomous agent strategy, activation, optimization, and scaling.

• Issue Resolution: Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges.

• Insights and Innovation: Monitor market and customer trends around autonomous agents, AI, and data cloud to inform strategic motions.

• Health Monitoring: Track and communicate customer health metrics, customer success scores, and overall loyalty insights.

• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).

• Minimum of 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience.

• Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.

• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.

• Deep understanding of Salesforce's ecosystem, products, and best practices.

• Proven track record leading efforts across large, cross-functional teams to drive customer success.

• Exceptional communication, presentation, and influence skills at all organizational levels.

• Experience managing escalations and resolving critical customer situations.

• Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant.

• Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter).

• Passion for helping customers drive business outcomes through AI, automation, and data.

• Previous experience working with enterprise customers and scaling innovation initiatives.

• Office-flexible role. Expected in-office presence 2-3 days per week at Salesforce locations (Bellevue/Seattle, Chicago, Indianapolis, Atlanta).

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.