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-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• 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.
• 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.
• Multiple Tableau certifications (Desktop + Server/Cloud)
• Experience supporting enterprise Tableau deployments
• Understanding of data architecture and semantic layers
• Knowledge of basic analytics use cases (sales dashboards, operational reporting, KPI tracking)
• Understanding of Tableau governance basics (permissions, projects, data sources)