# Customer Success Manager (CSM)

**Company**: Salesforce
**Location**: Chicago, Illinois
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Illinois---Chicago/Customer-Success-Manager---Tableau_JR367650?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/customer-success-manager-csm-b2cef9b6-080/

## Description

We are looking for a Customer Success Manager (CSM) to join our team. As a CSM, you will be responsible for ensuring high-value customers achieve a significant return on their investment with our platform.

**Responsibilities:**

- Serve as the single point of customer accountability responsible for the delivery of 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.

**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.

**Requirements:**

- Experienced business professional, preferably with 3+ 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.

**Nice to Have:**

- 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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Tableau
- Salesforce
- Customer Success
- Consulting
- Communication

### Nice to have
- Tableau certifications
- Enterprise Tableau deployments
- Data architecture
- Tableau Next

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Illinois---Chicago/Customer-Success-Manager---Tableau_JR367650?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)