RVP, Agentic Customer Success Leader

*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 CategoryCustomer SuccessJob Details****About Salesforce****Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.As the RVP, Agentic Customer Success Leader, you sit at the critical intersection of Product Engineering and Customer Outcomes. You are the strategic architect of Value Engineering, moving beyond implementation to ensure deep, operationalized adoption. You are not just supporting a product; you are building the global blueprint for how our most complex customers scale Agentforce.You will orchestrate a global success team within the Product organization to ensure the "AI Flywheel" spins faster, using agent telemetry to drive continuous Value Realization and the internal product roadmap.**Your Impact*** **Build the Global Product Success Function:** Define and scale the global "Product Success" framework. Establish the standards for how our internal teams and partners drive high-consequence AI deployments, ensuring a consistent, world-class experience across all regions.* **Continuous Value Engineering:** Move beyond the "Go-Live." Implement a lifecycle of ongoing value discovery, identifying new high-impact business processes where Agentforce can eliminate friction and compounding ROI.* **Architect the Customer Center of Excellence (CoE):** Lead C-suite stakeholders in building and nurturing internal CoEs. Train "Agent Champions" and empower customers to independently iterate, govern, and scale their AI footprint.* **Ongoing Measurement & Monitoring of Value:** Establish the "Value Dashboard" for each enterprise. Define, track, and report on real-time KPIs (e.g., reduction in Cost-per-Interaction, 10x Planner Productivity, or straight-through processing rates) using hard data from the platform.* **Data-Driven Governance & Product Telemetry:** Act as a "Power User" of our own telemetry. Monitor agent performance, success rates, and friction points. Use these insights to proactively recommend supply chain optimizations to customers and direct feature prioritizations to Engineering.* **Ecosystem Orchestration:** Guide the enterprise journey by coordinating seamlessly with Salesforce Account Executives, Product Management, Professional Services, and Tier-1 Global SI Partners to ensure a unified, non-siloed customer experience.* **Drive Consumption & Product Stickiness:** Proactively manage the roadmap for contracted licenses and consumption credits. Your success is measured by the customer’s ability to fully utilize their investment against high-impact, mission-critical processes.* **Consultative Expansion:** Use your domain expertise to identify "qualified opportunities" where additional AI agents solve business friction. You build the business case that shifts the customer from reactive usage to a proactive, agent-first strategy.* **The "Inbound" Voice of the Customer:** Act as the ultimate bridge. Translate the operational realities of global supply chains and financial institutions back to Salesforce Product and Engineering to ensure our roadmap solves real-world hurdles before they impact the market.**Minimum Requirements*** **15+ years of professional experience**, with at least **7+ years** in Product Management, Customer Success Leadership, or Management Consulting at a "Big 4" or top-tier SaaS firm.* **Value Engineering Expertise:** Proven ability to build financial models and business cases that quantify the impact of AI; experience in the continuous monitoring of these metrics post-deployment.* **Strategic Leadership:** Proven track record of leading large-scale digital transformations or standing up global governance frameworks (Steering Committees) for Fortune 500 clients.* **Product-Led Growth Mindset:** Experience in a product-centric role where you influenced engineering roadmaps based on customer adoption data and telemetry.* **Analytical Fluency:** Expert ability to interpret platform telemetry and usage data to derive actionable insights. You should be comfortable "talking data" with engineers and "talking value" with CEOs.* **Consumption Model Mastery:** Deep experience managing consumption-based P&Ls or accounts, focusing on driving utilization through high-value activity rather than just seat sales.* **AI/LLM Fluency:** A sophisticated understanding of AI/LLM logic and the ability to translate technical "agentic" capabilities into tangible business outcomes.* **Executive Presence:** Exceptional ability to present complex AI outcomes to C-suite executives, shifting the narrative from "features" to "enterprise value."## ## **Preferred Requirements*** **Deep Domain Expertise:** Significant experience navigating complex business processes within Supply Chain/Manufacturing (ERP, MRP, Logistics) or Financial Services (Banking, Regulatory/Compliance, Wealth Management).* **Systems Architecture Familiarity:** Experience navigating complex enterprise ecosystems (SAP, Oracle, TMS) and understanding how AI integrates with legacy back-office workflows.* **Salesforce Ecosystem Mastery:** High proficiency with **Data Cloud, Agentforce,** or Slack-based workflow automations.* **Global Team Building:** Experience hiring and mentoring high-performing, technical success teams across multiple time zones.\*LI-YUnleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this .Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our

for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting StatementAny 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.In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: #J-18808-Ljbffr