Agentic Customer Success Director

About the Role: 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.

What You'll Do

• 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. Proactively recommend optimizations.
• Ecosystem Orchestration: Guide the customer's Agentic Enterprise journey, coordinating seamlessly with Account Executives, Professional Services, and Third-Party SIs.
• Drive Deep Consumption: Proactively manage the roadmap for contracted licenses and consumption credits to ensure the customer fully utilizes their investment.
• Value Realization & ROI: Define, track, and report on quantifiable business impact. Move the conversation from "technical deployment" to "business outcomes".
• Consultative Use Case Identification: Identify opportunities where deploying additional AI agents solves business friction points and tee up the business case for expansion.
• Remove Adoption Barriers: Identify and neutralize friction—whether it's data quality issues, user resistance, or process misalignment.
• Voice of the Customer: Act as a bridge between the customer's operational reality and Salesforce Product and Engineering teams.

What You Bring

• 8+ years of work experience, with 5+ years in Customer Success, Professional Services, or Management Consulting, focused on adoption and change management for enterprise SaaS.
• Governance Leadership: Experience standing up governance frameworks or Steering Committees for large-scale digital transformation projects.
• Analytical Fluency: Strong ability to interpret platform telemetry, usage data, and performance dashboards to derive actionable insights.
• Consumption Model Mastery: Track record of managing consumption-based accounts and driving utilization.
• Strategic Communication: Exceptional ability to present complex AI outcomes to C-suite executives.
• AI Fluency: Deep understanding of AI/LLM logic and the ability to translate technical "agentic" capabilities into business outcomes.
• Bonus: Industry Domain Expertise in Supply Chain/Manufacturing or Financial Services, familiarity with complex enterprise ecosystems (ERP, MRP, TMS), and Salesforce Ecosystem knowledge (Data 360, Agentforce, Slack).

Benefits

• Base salary hiring range for Ontario: $160,000 - $210,000 CAD/year.
• Comprehensive benefits and resources to support you in finding balance and doing your best work.