Customer Success Manager - Tableau

About the Role The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high‑value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. As an extension of the customer’s workforce and a trusted advisor, the CSM guides and advises client organizations, identifies and resolves technical and business concerns, and aligns them strategically with customer priorities, projects, and goals. The position is an Individual Contributor. Industries of Focus State & Local / Education (SL/ED) – partner with state governments, municipalities, counties, and K‑12/higher education institutions to modernize legacy systems and enhance constituent engagement. Health & Life Sciences (HLS) – collaborate with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives and regulatory compliance. Technology, Media & Telecommunication (TMT) – work with technology companies, telecommunications providers, media organizations, and high‑tech firms to accelerate innovation and drive platform adoption at scale. Responsibilities Customer Accountability and Value Alignment Serve as the single point of customer accountability for all Signature deliverables and overall customer experience. Coordinate and oversee the full Signature lifecycle, ensuring value is delivered through correct processes. Prioritize urgent work, organize tasks, create basic plans, and utilize internal resources to maximize effectiveness. Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni‑channel routing. Share best practices for sales and service process optimization, data quality, and customer experience. Strategic Advisory and Stakeholder Management Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams. Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores). Develop and maintain relationships at key stakeholder levels, including executive‑level relationships within customer IT and business leadership. Act as a trusted advisor to the customer, gaining trust through mutual goals and applying proven solutions. Identify major barriers to customer success and partner with internal teams to solve complex problems. Conduct quarterly reviews of feature usage to drive adoption of tools such as Journey Builder or Commerce Promotions. Identify under‑utilization of contracted entitlements and align platform features with customer priorities. Technical Health, Adoption, and Risk Management Drive adoption of Tableau features with business users and analysts and track usage metrics. Conduct enablement sessions and share best practices on dashboard creation and performance. Escalate complex data modeling or server configuration questions to technical resources. AI Literacy Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. Use natural‑language commands to guide AI agents for accurate customer data retrieval and success plan drafts. Use AI‑driven sentiment and intent analysis to flag early customer concerns for human intervention. Collaborative Learning and Development Seek out Agentblazer training and certifications to stay current on autonomous agent capabilities. Apply product knowledge and technical expertise to ask effective diagnostic questions. Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations. Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect revenue. Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer success and revenue opportunities. Minimum Requirements 3+ years of relevant industry experience in Customer Success, SaaS platform use, or related fields. Strong consulting skills and the ability to drive business value, facilitate discussions, handle objections, and influence C‑level conversations. Industry‑relevant expertise and a broad understanding of how the industry impacts the customer’s business. Excellent communication skills, with the ability to translate technical concepts into business terms. Cloud/Platform requirements: Tableau Desktop Specialist and Data Analyst certifications required; 3+ years supporting customers using Tableau; knowledge of Tableau Desktop, Cloud/Server, and Prep; understanding data visualization best practices; familiarity with common data sources. Office‑flexible expectation: minimum of three (3) days in office per week. Benefits Equal opportunity employer with comprehensive benefits, including medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and employee stock purchasing program. Typical base salary range: $123,100 – $186,300 annually (varies by location). In California, New York, Boston, Chicago, Seattle, and Washington DC: base pay range $147,400 – $202,600 per year. Range represents base salary only; does not include bonus, equity, or other benefits. Equal Employment Opportunity Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Our hiring decisions are fair and based on merit. We do not discriminate on race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected classification. Accommodations If you need a reasonable accommodation during the application or recruitment process, please submit a request via our Accommodations Request Form. Salesforce uses AI tools to help assess candidates, but final hiring decisions are made by humans. View our Candidate Privacy Statement for details about data use and AI tools. #J-18808-Ljbffr 100 Salesforce, Inc.