RVP, Agentic Customer Success Leader

Description

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.
  
  

For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.