Customer Success Manager, Senior Manager - Tableau

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Where innovation isn’t a buzzword – it’s a way of life. The world of work as we know it is changing and we are 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. Role Summary The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi‑org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer's business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. Ensuring the seamless delivery of all deliverables necessary to advance the customer's core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions. Industry Experience Required Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high‑tech (strategy) firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale. Direct experience with Media Cloud strongly preferred. Role is Individual Contributor This is an Individual Contributor position. Key Responsibilities ROI‑Driven Engagement – Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer. Complex Program Management – Effectively own the Signature experience across complex, multi‑org customers, organizing information across multiple work streams & integrating customer priorities and timelines into comprehensive success plans. Resource Mobilization – Act as the central resource for the team and the customer, connecting all the dots, proactively taking ownership of customer needs and drawing expert resources into customer situations as needed. Engagement Charter – Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams. Business Value Integration – Align the Account Success team and internal stakeholders around the customer's business and technical goals, ensuring value delivery through the Signature offer. Agentic Workflow Design – Design multi‑step digital workflows where agents handle repetitive data‑intensive work, freeing the CSM for high‑stakes relationship building. ROI Segmentation (Human vs. AI) – Determine which customer segments or tasks require high‑touch human coverage vs. “always‑on” AI support. Advanced Stakeholder Management – Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport. Complex Navigation – Navigate the customer's and Salesforce's internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process. Business Insight – Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer's core business goals. Adapt established solutions to solve complex customer problems. Customer Advocacy – Effectively amplify the voice of the customer with internal teams to keep the organization laser‑focused on customer success. Solution & Industry Expertise – Develop a strong working knowledge of Salesforce's major solutions and a sales‑pitch understanding of the rest. Leverage industry insight to position customers for future success. Mentorship & Development – Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to accelerate their personal development and contribute subject matter expertise internally within Salesforce. Risk Management – Act as the leader in identifying problems, leveraging the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high‑value renewals or Go‑Live dates are at risk. AI Governance & Guardrails – Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety‑by‑design principles. Root Cause Synthesis – Use AI tools for account‑level pattern recognition and access automated RCA reports for specific scenarios. Root Cause Analysis – Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms. Minimum Requirements 5–6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields. Exceptional communication and presentation skills with demonstrated ability to influence effectively at all levels, including executive and C‑level. Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment. Ability to clarify roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment. Legal authorization to work in the U.S.; visa sponsorship not available. Cloud/Platform Experience 5–6 years of experience supporting customers using Tableau. Strong understanding of analytics strategy and data‑driven decision making. Knowledge of Tableau governance models (content management, permission strategies, data source certification). Understanding of Tableau Cloud/Server administration and deployment options. Familiarity with advanced features (parameters, calculated fields, LOD expressions, data blending). Knowledge of Tableau + Salesforce integration (CRM Analytics, Einstein Analytics, embedded analytics). Certifications: Desktop Specialist, Data Analyst, Server. Preferred Requirements Multiple Tableau certifications (Desktop + Server/Cloud). Experience supporting enterprise Tableau deployments. Understanding of data architecture and semantic layers. Knowledge of Tableau Pulse and AI‑powered analytics. Note This role is office‑flexible; the expectation is to be in‑office a minimum of three (3) days per week. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. Compensation The typical base salary range for this position is $150,100 - $227,000 annually. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $180,200 - $247,900 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. #J-18808-Ljbffr salesforce.com, inc.