Customer Success Manager, Senior Manager - Tableau

About the role

The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers.

Responsibilities

• Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
• Effectively own the Signature experience across complex, multi-org customers, organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.
• Act as the central resource for the team and the customer, connecting all the dots, and proactively taking ownership of customer needs while drawing expert resources into customer situations as needed.
• Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams, aligning the Account Success team and internal 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 vs. "always-on" AI support.
• Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.
• Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results, drive consensus with collaborators, and influence key internal and external stakeholders to engage in the process.
• Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals, including adapting established solutions to solve complex customer problems.
• Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
• Develop a strong working knowledge of Salesforce’s major solutions and a "sales pitch" understanding of the rest, leveraging industry insight to position customers for future success.
• Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.
• Identify problems, leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk, guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.
• Use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios, questioning assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.

Requirements

• Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
• Ability to handle objections, navigate complicated discussions, and drive alignment.
• Must demonstrate persistence in the face of adversity and disappointment.
• Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.

Qualifications

Legal authorization to work in the U.S. is required. Company visa sponsorship is not available for this position at this time.

Skills

• Strong understanding of analytics strategy and data-driven decision making.
• Knowledge of Tableau governance models (content management, permission strategies, data source certification).
• Familiarity with advanced features (parameters, calculated fields, LOD expressions, data blending).
• Knowledge of Tableau + Salesforce integration (CRM Analytics, Einstein Analytics, embedded analytics).
• Multiple Tableau certifications (Desktop + Server/Cloud).
• Experience supporting enterprise Tableau deployments.
• Knowledge of data architecture and semantic layers.
• Familiarity with Tableau Pulse and AI-powered analytics.

Benefits

At Salesforce, we offer a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

Pay

The typical base salary range for this position is $150,100 - $227,000 annually. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $180,200 - $247,900 per year.

Schedule

This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.