Description
As a Customer Success Manager (CSM) at Salesforce, you will serve as a versatile expert responsible for ensuring high-value customers achieve a significant return on their investment with the Tableau platform.
Your Impact
- Serve as the single point of customer accountability responsible for delivering all Signature deliverables, the overall customer experience, and renewal and expansion.
- Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
- Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
- Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
- Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
- Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
- 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 strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
- Act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problems.
- Solidify partnership commitments and drive innovation aligned with customers' business challenges.
- Increase customer engagement with products and services and identify major political barriers to customer success.
- Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
- Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
- Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.
Technical Health, Adoption, and Risk Management
- Drive adoption of Tableau features with business users and analysts and track usage metrics (active users, workbook views, data source adoption).
- Conduct enablement sessions and share best practices on dashboard creation and performance, data exploration, and visualization design.
- Escalate complex data modeling or server configuration questions to technical resources.
- AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
- Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
- AI Engagement Monitoring: Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
- Collaborative Learning: Actively seek out Agentblazer training and certifications to stay current on autonomous agent capabilities.
- Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnostic questions, and align platform features with customer priorities and roadmaps.
- Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
- Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.
- Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
- Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.
- Escalate complex automation, data model, routing, or integration questions to technical resources.
Minimum Requirements:
- 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
- Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
- Possesses industry-relevant expertise and is actively honing skills in a relevant functional area, with an understanding of the broad impact of the industry on the customer's business.
- Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
- Actively seeks out relevant learning activities, approaches obstacles as growth opportunities, and seeks experienced mentors to accelerate personal development.
- Position requirements: Legal authorization to work in the U.S. is required. Company visa sponsorship is not available for this position at this time.
Cloud/Platform Requirements (included with the above):
- 3+ years of experience supporting customers using Tableau, with a demonstrated understanding of how Tableau connects to Salesforce data.
- Working knowledge of Tableau Desktop, Tableau Cloud/Server, and Tableau Prep.
- Understanding of data visualization best practices and dashboard design.
- Familiarity with common data sources (databases, spreadsheets, cloud apps).
- Ability to demonstrate Tableau features and navigate workbooks and dashboards.
- Knowledge of basic analytics use cases (sales dashboards, operational reporting, KPI tracking) and experience with Tableau governance basics (permissions, projects, data sources).
Preferred Requirements
- Multiple Tableau certifications (Desktop + Server/Cloud)
- Experience supporting enterprise Tableau deployments
- Understanding of data architecture and semantic layers
- Knowledge of Tableau Next, Tableau Pulse and AI-powered analytics