Customer Success Manager, Director (Expansion & Growth)

Salesforce•Chicago, NY

About The Position

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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. You are customer-obsessed and value being a trusted expert on both the solution and adoption best practices to help the largest manufacturers in the world adopt transformational AI technology. For customers transforming their operations with Agentforce Supply Chain, the path to value lies in the continuous optimization and adoption of AI agents. As a Customer Success Manager, Director | Expansion & Growth, you are the strategic partner and point of accountability for the success of our most complex enterprise customers. You have a deep curiosity to learn the customers’ unique culture and processes in order to tailor the best possible customer success program for their needs. Unlike traditional software where value is unlocked at implementation, Agentforce value is unlocked through consumption and optimization. You will maintain a relentless focus on your customers’ business goals, partnering with our Professional Services team to ensure a smooth transition from implementation to long-term value. You will act as the voice of the customer internally, partnering cross-functionally with Product, Engineering, and Sales to drive high adoption, satisfaction, and retention.

Requirements

8+ years of work experience, with at least 5+ years in Customer Success, Enterprise Sales, Professional Services, or Consulting with an enterprise SaaS solution.
Systems Experience: Experience working with complex enterprise software (ERP, MRP, supply chain, or workflow systems).
Consumption/Usage Experience: Proven track record of managing consumption-based accounts, driving utilization, and managing credit/usage burn-downs.
Strategic Problem Solving: A strategic, customer-centric approach to problem-solving to drive business value, not just resolve tickets.
Communication: Exceptional communication and presentation skills with a proven ability to partner with and present to senior client executives.
Project Management: Strong project management skills, including scope control, timeline ownership, and executive-ready reporting.
Agility: Demonstrated ability to thrive in fast-paced, high-growth environments, with a willingness to wear multiple hats and confidence challenging norms.
AI Fluency: Deep curiosity and fluency with AI and emerging technologies, with the ability to translate tech into customer outcomes.

Nice To Haves

Salesforce Certifications: Administrator, AI Associate, or Consultant certifications are a strong plus.
Industry Context: Experience working with Enterprise-level customers in Supply Chain, Manufacturing, or Logistics sectors.
Expansion Mindset: Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue.
Experience with 'Land and Expand' account strategies, particularly in converting pilot projects into global enterprise-wide deployments.

Responsibilities

Serve as the single point of customer accountability responsible for orchestration, value realization, adoption, and expansion.
Orchestrate the Relationship: Serve as the strategic partner for the customer, collaborating with Professional Services during the implementation phase to ensure a seamless transition to adoption and long-term value realization.
Drive Consumption: Proactively manage and maintain the roadmap for purchased licenses and consumption credits. Drive and optimize usage aligned to the consumption plan to ensure the customer is getting full value from their spend.
Remove Barriers: Act as the primary orchestrator to remove blockers for adoption. Address user questions, technical hurdles, and business process friction that prevents the scaling of Agentforce.
Demonstrate ROI: Define, track, and demonstrate quantifiable business impact and ROI. Move the conversation from "usage" to "value" (e.g., efficiency gains, cost reductions) to drive long-term value realization.
Trusted Advisor: Act as a subject matter expert, guiding customers on best practices for AI-powered workflow transformation. Deeply understand their unique culture to tailor the success program.
Executive Relationships: Represent Salesforce with expertise and credibility, partnering with and presenting to senior client executives and cross-functional stakeholders.
Identify New Use Cases: Proactively scout the customer’s business to identify new opportunities and use cases to satisfy customer goals.
Drive Expansion: Build the business case for expanding consumption for existing use cases and pitching products against emerging customer needs. Partner with the Sales team to secure renewals and drive the expansion of the contract.
Voice of the Customer: Partner cross-functionally with Product, Engineering, and Services to represent customer feedback and critical issues with a focus on outcomes, not just escalation.
Partner with customer Architects to ensure the data foundation (Data Cloud) is optimized to support increased AI agent consumption, ensuring that technical debt doesn't throttle expansion.
Partner with customer business leads to identify high-frequency supply chain friction points where deploying additional AI agents creates immediate, scalable credit utilization and ROI.
Build and nurture a 'Champion Network' or 'Center of Excellence' (CoE) within the customer organization to drive bottom-up adoption and peer-to-peer advocacy of AI agents.“
Commercial Strategy & Lead Generation: Act as the primary engine for "In-Account" growth. You are responsible for identifying the signals that indicate a customer is ready for a contract upsell and partnering with Sales to build the business case for increased investment.
Architect Consumption Growth: Own the "Consumption Flywheel." Partner with customer business leads to identify high-frequency supply chain friction points where deploying additional AI agents creates immediate, scalable credit utilization and ROI.