Customer Success Manager, Senior Manager - Tableau

Customer Success Manager, Senior Manager – 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. Salesforce is 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.

The Customer Success Manager, Senior Manager is a highly strategic individual contributor responsible for driving quantifiable business impact across multiple 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 adoption, technical health, and expertise, maximizing the value of their Salesforce investment.

• ROI‑Driven Engagement:
  Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible customer value.
• Complex Program Management:
  Own the Signature experience across complex, multi‑org customers, integrating priorities and timelines into comprehensive success plans.
• Resource Mobilization:
  Act as the central resource for the team and the customer, drawing expert resources into customer situations as needed.
• Engagement Charter:
  Craft a clear 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 to deliver value 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 versus “always‑on” AI support.

• Advanced Stakeholder Management:
  Cultivate and maintain relationships with customer IT and business executive leadership, building deep rapport.
• Complex Navigation:
  Navigate the customer’s and Salesforce’s internal dynamics to achieve results, drive consensus, and influence stakeholders.
• Business Insight:
  Combine expert Salesforce knowledge with deep business insight to deliver recommendations and advance core business goals.
• Customer Advocacy:
  Amplify the customer’s voice with internal teams to keep the organization laser‑focused on success.
• Solution & Industry Expertise:
  Develop a strong working knowledge of Salesforce’s major solutions and leverage industry insight to position customers for future success.
• Mentorship & Development:
  Pursue challenging learning activities, mentor team members, and contribute subject matter expertise internally.

• Risk Management:
  
  Lead issue identification, leveraging the Red Accounts Escalation Play and Case Oversight & Incident Management processes for high‑value renewals or Go‑Live dates at risk.
• AI Governance & Guardrails:
  Guide customers through governance frameworks, Trust Layer best practices, and implementation of safety‑by‑design principles.
• Root Cause Synthesis:
  Use AI tools for account‑level pattern recognition and automated RCA reports for specific scenarios.
• Root Cause Analysis:
  Question assumptions to uncover root causes and reveal new opportunities rather than treating symptoms.

• 5-6 years of relevant industry experience in Customer Success, SaaS platform use, or strategic consulting.
• Exceptional communication and presentation skills, with a demonstrated ability to influence at all levels, including executive and C‑level.
• Ability to handle objections, navigate complicated discussions, and drive alignment, demonstrating persistence in the face of adversity.
• Clear definition of roles and responsibilities for collaborators, serving…