Customer Success Director
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Job Description
Customer Success Director managing AI adoption and operational excellence for enterprise clients. Leading transformation journeys while collaborating with internal Salesforce teams and consulting partners.
Responsibilities:
- Enable the Customer Center of Excellence (CoE)
- Train 'Agent Champions' and empower the customer
- Monitor agent performance telemetry, success rates, and friction points
- Guide the customer’s Agentic Enterprise journey
- Proactively manage the roadmap for contracted licenses and consumption credits
- Define, track, and report on quantifiable business impact
- Identify qualified opportunities for deploying additional AI agents
- Identify and neutralize friction that prevents scaling of Agentforce
- Act as a bridge between the customer’s operational reality and Salesforce Product and Engineering teams
Requirements:
- 8+ years of work experience
- 5+ years in Customer Success, Professional Services, or Management Consulting
- Experience focused on adoption and change management for enterprise SaaS
- Preferred domains: Supply Chain/Manufacturing or Financial Services
- Experience standing up governance frameworks or Steering Committees
- Strong ability to interpret platform telemetry, usage data, and performance dashboards
- Track record of managing consumption-based accounts
- Exceptional ability to present complex AI outcomes to C-suite executives
- Deep understanding of AI/LLM logic
Benefits:
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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