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 Category Customer Success Job 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. 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. 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 bu ... (truncated, view full listing at source)