Agentic Customer Success Director

You are customer-obsessed and a trusted expert in both AI solutions and organizational change management. For companies on their Agentic Enterprise journey, the path to value isn't just about turning the software on—it’s about the continuous optimization, cultural adoption, and governance of AI solutions. As the Agentic Customer Success Director, you are the strategic architect of value. You move beyond the initial implementation to ensure deep, operationalized adoption of contracted use cases. You ensure the "AI Flywheel" keeps spinning by orchestrating a complex ecosystem of internal Salesforce teams and consulting partners, while using agent telemetry to drive data-driven improvements, and identifying the next high-impact opportunities for the customer. Your Impact Enable the Customer Center of Excellence (CoE): Lead the customer in building and nurturing their internal CoE. Train "Agent Champions" and empower the customer to independently iterate, govern, and scale their AI footprint. Data-Driven Governance & Telemetry: Monitor agent performance telemetry, success rates, and friction points to identify where agents are stalling. Use these data-driven insights to proactively recommend optimizations to the customer’s supply chain workflows. Ecosystem Orchestration: Guide the customer’s Agentic Enterprise journey. Coordinate seamlessly with Salesforce Account Executives, Professional Services, and Third-Party Consulting Partners/SIs to ensure a unified customer experience. Drive Deep Consumption: 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 processes. Value Realization & ROI: Define, track, and report on quantifiable business impact. Move the conversation from "technical deployment" to "business outcomes" (e.g., reducing stock-outs, automating manual triage, and improving planner productivity) using hard data from the...