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Job Category

Customer Success

Job Details

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Customer Success Manager / Customer Success Manager, Senior Manager – Tableau (Data, Analytics & AI Strategy)

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. This role acts as a primary strategic partner on data, analytics and AI strategy, maintaining a continual focus on the customer’s business goals. They advance analytics maturity, adoption and governance, embed trusted insights into the flow of work and help customers realize maximum value from their Tableau and Salesforce investment. The Senior Manager integrates analytics, data and AI capabilities across the Salesforce platform (Tableau, Data 360, Agentforce, Slack) to create effective customer solutions.

Key Responsibilities
Strategic Accountability and Account Leadership

• Analytics in the Flow of Work: Move customers beyond standalone dashboards. Drive adoption of embedded, conversational and proactive insights (Tableau Next, Tableau Pulse, Tableau Agent, Salesforce apps) where decisions happen.
• ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI. Help customers measure the business impact of their analytics investment.
• Complex Program Management: Own the Signature experience across complex, multi-org customers. Organize information across multiple work streams and turn customer priorities into analytics adoption roadmaps and success plans.
• Resource Mobilization: Act as the central resource for the team and the customer. Bring in SEs, Analytics Consultants, Data Architects and Partners for complex deployment or integration needs.
• Engagement Charter: Craft a clear engagement charter with goals and metrics, including analytics maturity, adoption and business-impact measures, to keep internal and external teams aligned.
• Business Value Integration: Align the Account Success team and internal stakeholders around the customer’s business, data and technical goals, ensuring value delivery through the Signature offer.
• Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive, data-intensive work, freeing the CSM for high-stakes relationship building.
• ROI Segmentation (Human vs. AI): Determine which customer segments or tasks need high-touch human coverage and which can be handled by autonomous, always-on AI support.
  
  Trusted Advisory and Executive Influence
• Advanced Stakeholder Management: Build relationships with customer IT, data and business executive leadership, demonstrating a commitment to customer goals.
• Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics, drive consensus and influence key stakeholders to engage.
• Business Insight: Combine analytics expertise with deep business insight to deliver effective recommendations, adapting established solutions to solve complex customer problems.
• Analytics Maturity & Data Culture: Lead strategic conversations on analytics maturity and data-driven decision making. Run maturity assessments, guide Center of Excellence programs and drive change management for self-service adoption.
• Customer Advocacy: Amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
• Solution & Industry Expertise: Develop strong knowledge of Tableau and the Salesforce data and AI ecosystem, plus a working “sales pitch” understanding of the rest. Identify expansion opportunities such as embedded analytics, Tableau Cloud capabilities and AI-powered analytics.
• Mentorship and Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members and contribute subject matter expertise internally.
  
  Domain Expertise and Risk Mitigation
• Risk Management: Act as the leader in identifying problems. Use the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or go-live dates are at risk.
• Data & AI Governance: Guide customers on governance models, including content management, permission strategy, data source certification, Trust Layer best practices and safety-by-design principles.
• Root Cause Synthesis: Use AI tools for account-level pattern recognition and use automated RCA reports for specific scenarios.
• Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.

Minimum Requirements

• Experience: Experienced business professional with a background in strategic consulting (ideally in a data and AI practice), Customer Success or SaaS, and hands-on BI/analytics experience (Tableau, Power BI, Qlik, Looker or similar).
• Analytics Strategy: Strong understanding of analytics strategy, data-driven decision making and governance models. Familiarity with cloud analytics deployment and administration.
• Executive Communication: Exceptional communication and presentation skills, with a demonstrated ability to influence at all levels, including C-level.
• Behavioral Competency: Ability to handle objections, navigate complicated discussions and drive alignment. Persistence in the face of adversity and disappointment.
• Technical Acumen: Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.

Preferred Qualifications

• Experience with large-scale or global analytics deployments.
• Knowledge of the Tableau and Salesforce ecosystem (Data 360, CRM Analytics, embedded analytics, Agentforce)
• Tableau or other BI tool certifications or Salesforce certifications (Data 360 Consultant, AI Specialist)
• Understanding of data architecture and semantic layers

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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