Customer Success Manager, Tableau

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action, tech meets trust, and innovation is a way of life. The company is seeking Trailblazers passionate about bettering business and the world through AI, driving innovation, and upholding Salesforce's core values. This role offers an opportunity to level-up your career at a company leading workforce transformation in the agentic era, where Agentforce represents the future of AI and you are the future of Salesforce.

Role Overview

As a Customer Success Manager (CSM), Tableau, you will serve as a named resource and partner for Salesforce’s customer organizations. You will act as a trusted advisor, building deep relationships with customers and account teams, and maintaining awareness of key events, needs, potential risks, and value drivers. With a continuous focus on customers’ business needs, you will help improve their overall technical and operational health, ensuring they realize maximum value from their Salesforce investment. You will also be the point of contact for major customer incidents, managing expectations and communications through resolution.

This CSM role specifically involves working with Tableau customers to understand their business objectives and provide technical guidance to deliver business value. You will partner with sales and orchestrate internal resources to drive customer health, increase user adoption, and reduce attrition. These activities aim to proactively set the customer up for success through platform optimization, with special care during critical peak events. This requires deep technical knowledge of the Salesforce platform and the ability to work closely across internal and external teams to provide a unified Signature experience.

Your Impact

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer.
• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
• Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
• Communicate the value of Signature Success and ensure all collaborators understand this value to drive continued renewals.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with timely resolution.
• Occasional travel to customer sites and availability for some after-hour or weekend coverage may be required depending on customer needs.

Minimum Requirements

• Minimum of 8 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo).
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Skills for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Tableau Desktop, Tableau Server, Tableau Data Analyst).
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise-level customers.

Note: This is an office-flexible role. The expectation is to be in-office 3 days a week. (Seattle/Bellevue, Chicago/Indianapolis, Atlanta).

Our Investment In You

Salesforce offers world-class enablement and on-demand training through resources like Trailhead. You'll gain exposure to executive thought leaders, benefit from a clear path to promotion with accelerated leadership development programs, weekly 1:1 coaching, a Fast Ramp mentorship program, and Sandler Sales Training. The company actively embraces a 1:1:1 model of giving back to the community, contributing to its recognition as one of the World’s Most Innovative Companies and a leader in philanthropy. Comprehensive benefits covering health, financial, time off, parental support, perks, and discounts are available at salesforcebenefits.com.

Key skills/competency

• Customer Success
• Tableau
• SaaS Platform Expertise
• Technical Advisory
• Stakeholder Management
• Account Management
• Value Realization
• Cross-functional Leadership
• Communication Skills
• Salesforce CRM