Customer Success – Agentforce Adoption Sr. Director

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. Agentforce is a top business priority — and how our customers actually put it to work in production is the difference that leads to a business transformation. We're looking for a strategic, data-driven senior leader to own that outcome: driving adoption of Agentforce across our customer base, from first agent live in production to scaled, sustained use — while building and leading a team of Agentforce Adoption Program Managers who execute this mission.

Team Leadership: Lead, develop, and drive a team of Agentforce Adoption Program Managers — setting direction, holding the team accountable to outcomes, developing talent, and building the bench needed to scale the program. Program Leadership: Design, launch, and scale a comprehensive program focused on driving Agentforce adoption — from proof-of-concept to a fully operational, global initiative. Post-Sale Journey Mapping: Identify where customers sit in their post-sale journey and ensure the right engagements are driving their first agent into production, then further adoption beyond that. Consumption Funnel Ownership: Drive where the customer sits in the Agentforce consumption funnel and move them toward consistent, sustained usage so they can meet their business goals. Cohort-Based Stall Identification: Identify cohorts, using account data & telemetry signals, of customers stuck at similar points — whether in the post-sale process or the consumption funnel Design & execute playbooks that move consumption at the cohort level, not just account by account. Build Pipeline Visibility & Recovery Funnels: Define program process steps and architect reporting views that show where accounts sit on the process funnel — with full visibility into account disposition, whether an account needs engagement to move forward, and which engagement to line up if so. Program Effectiveness & Continuous Improvement: Evaluate what's working and what isn't across the program, using those learnings to keep evolving it — spanning technical, process, and experience enhancements to drive usage at scale. Cross-Functional Governance: Lead a cross-functional core team to drive alignment and execution — a governance model for list review, engagement validation, and documentation of findings for executive leadership. Reporting & Analytics: Develop and manage a clear reporting framework to track program progress and impact, presenting findings and recommendations to senior leadership. Stakeholder Management: Serve as the primary point of contact for this initiative, ensuring seamless collaboration between CSMs, AEs, Services, and product partners. Building Scalable Solutions: Create feedback loops into Offer and other partner teams to shape long-term offers geared toward scalable Agentforce success. Qualifications & Required Skills Experience: 12+ years in Customer Success, Account Management, Professional Services, or strategic consulting. Leadership: 7+ years leading large-scale, cross-functional programs or teams, including direct people leadership. Demonstrated ability to influence and drive results without direct authority is critical. Domain