Customer Success Manager, Senior Manager - Tableau

Customer Success Manager, Senior Manager

Senior Customer Success Manager responsible for driving quantifiable business impact across complex, multi‑org Signature customers. Acts as a primary strategic partner, maintaining focus on the customer’s business goals to optimize adoption, technical health, and expertise on the Salesforce platform.

• Determine when and how to engage clients based on calculated ROI, ensuring all activities translate to tangible value.
• Own the Signature experience across complex, multi‑org customers, organizing multiple work streams and integrating priorities into comprehensive success plans.
• Act as the central resource for the team and the customer, proactively taking ownership of needs and mobilizing expert resources.
• Craft a clear engagement charter with specified goals and metrics, ensuring alignment across internal and external teams.
• Align the Account Success team and stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.
• Design multi‑step digital workflows where agents handle repetitive data‑intensive work, freeing the CSM for high‑stakes relationship building.
• Determine which customer segments or tasks require high‑touch human coverage versus “always‑on” AI support.
• Build and maintain relationships with customer IT and business executive leadership, influencing key internal and external stakeholders.
• Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results and drive consensus.
• Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance core business goals.
• Amplify the voice of the customer with internal teams to keep the organization laser‑focused on success.
• Develop strong working knowledge of Salesforce’s major solutions and industry insight to position customers for future success.
• Demonstrate a growth mindset by pursuing challenging learning activities and mentoring team members.
• Identify problems, leverage escalation plays and incident management processes when high‑value renewals or go‑live dates are at risk.
• Guide customers through governance frameworks and best practices for Trust Layer and safety‑by‑design principles.
• Use AI tools for pattern recognition and access automated root‑cause analysis reports for account‑level insights.

• 5‑6 years of experience in Customer Success, SaaS platform use, or strategic consulting within one or more of the following industries:
  Health & Life Sciences, Finance, Manufacturing, or Technology.
• Exceptional communication and presentation skills, with a proven ability to influence at all levels, including executive and C‑level.
• Ability to handle objections, navigate complicated discussions, and drive alignment.
• Strong persistence and ownership; clear ability to clarify roles and responsibilities of collaborators.
• Legal authorization to work in the U.S.; visa sponsorship not available.

• 5‑6 years of experience supporting customers using Tableau.
• Strong understanding of analytics strategy, data‑driven decision making, and Tableau governance models.
• Knowledge of Tableau Cloud/Server administration, deployment options, and advanced features (parameters, calculated fields, LOD expressions, data blending).
• Experience with Tableau + Salesforce integration (CRM Analytics, Einstein Analytics, embedded analytics).

• Desktop Specialist, Data Analyst, Server (preferred).
• Multiple Tableau certifications (Desktop + Server/Cloud), support for enterprise deployments.
• Knowledge of data architecture, semantic layers, Tableau Pulse, and AI‑powered analytics.

Role is office‑flexible with a minimum of three (3) days per week in office. Accommodations are available for qualified applicants.

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All employee and prospective employee recruitment, hiring, assignment, promotion, compensation, benefits, training, and other occupational activities are performed in accordance with this policy without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, veteran or marital status, or any other classification protected by law.

Competitive base salary ($150,100–$227,000 annually, with possible regional adjustments). Benefits include medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k) with company match, and an employee stock purchasing program. Additional equity and incentive plans may apply.