SVP, Chief Success Officer- Tableau

About the role

The SVP, Chief Success Officer is responsible for driving customer adoption, retention, renewal performance, and long-term customer value realization across the Analytics business at Salesforce.

Responsibilities

• Lead the renewals center of excellence to build rigorous renewal forecasting, execution processes, and attrition mitigation strategies.
• Establish executive ownership over the end-to-end post-sale customer lifecycle, including onboarding, adoption, expansion, and renewal.
• Develop and maintain a unified customer success operating model that improves net retention and reduces churn.
• Partner closely with Sales Leadership and Finance to align on renewal targets, pipeline visibility, and at-risk customer strategies.
• Create governance structures and operating rhythms for dotted-line success teams to drive accountability and consistency.
• Drive Product Adoption: Lead adoption programs to accelerate onboarding, product version transitions, and customer value realization.
• Lead the development and distribution of AI and agent-based self-service activation guides, programs, and tools for onboarding, product version transitions, and best practices, helping customers extract value from the latest technologies.
• Lead a data-driven organization that measures all aspects of product usage and leverages insights to optimize both product performance and customer experience.
• Develop vision demos and dynamic architectural illustrations that enhance customer communications and self-service guides.
• Lead transformation programs to guide customers in adopting the latest Tableau technologies.
• Cook up cross-functional, matrixed organizations including dotted-line leadership.
• Collaborate with software product and engineering teams to resolve customer issues and accelerate adoption.

Qualifications

• 15+ years in senior leadership roles, with at least 5 years leading customer success, post-sale, or renewal organizations and 5 years in analytics technology.
• Demonstrated success in driving customer retention, reducing attrition, and improving renewal performance at scale.
• Consulting experience with customers, solving complex problems through technology.
• Experience leading and aligning cross-functional, matrixed organizations including dotted-line leadership.
• Proven track record collaborating with software product and engineering teams to resolve customer issues and accelerate adoption.
• Strong knowledge of Tableau Analytics technologies and the broader engineering landscape.
• Exceptional communication, presentation, and interpersonal skills.
• Ability to build strong relationships and influence stakeholders at all levels, including C-suite executives.
• Strategic thinker with a hands-on approach to program execution.
• Proven ability to manage complex projects and deliver results in a fast-paced environment.