Customer Success Manager – Tableau

About the role

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations.

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.
• 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.
• 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.
• 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.
• Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.
• 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.
• Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Actively seek out Agentblazer training and certifications to stay current on autonomous agent capabilities.
• 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.
• 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.

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.

Minimum Requirements

Legal authorization to work in the U.S. is required. Position requires: Cloud/Platform Requirements (included With The Above)