Customer Success Manager

About Salesforce

Salesforce is the leading AI-driven CRM platform where human agents and technology collaboratively ensure customer success. We thrive on ambition, innovation, and trust, focusing on transforming the workplace through artificial intelligence. We are seeking passionate individuals who aspire to improve both business operations and societal impact through innovative solutions while adhering to Salesforce's core values.

Role Overview

As a Customer Success Manager (CSM), you will play a vital role in ensuring that our high-value customers, utilizing the Signature Success Plan, realize a significant return on their investment in our platform. You will become an extension of the customer’s workforce, providing expert advice and addressing both technical and business challenges whilst aligning them with customer priorities and projects.

We are specifically looking for candidates with experience in the Global Public Sector, particularly those who can support non-defense federal agencies (like Health & Human Services and Transportation) in their digital transformation initiatives. Knowledge of federal procurement processes, as well as the ability to obtain a Public Trust clearance, is essential.

Your Impact

• Act as the primary point of accountability for delivering all Signature deliverables, enhancing the overall customer experience, and managing renewal and expansion.
• Coordinate and oversee all customer entitlements throughout the Signature lifecycle, ensuring effective delivery and value realization.
• Work closely with both Business and Technical Stakeholders to align their goals with our Signature offerings.
• Utilize internal resources effectively while prioritizing critical tasks and maintaining responsibility for assigned projects.
• Conduct enablement sessions focused on managing opportunities, forecasting, and improving data quality.
• Share industry best practices that enhance customer experience and service optimization.

Strategic Advisory and Stakeholder Management

• Promote the adoption of Tableau Cloud features among various team members and leaders.
• Monitor and analyze key usage metrics to identify areas for improvement.
• Develop strong relationships with key stakeholders and establish trust through shared goals and understanding of their business model.
• Drive innovation to align our solutions with customer challenges and optimize engagement with our products and services.
• Collaborate with peers to explore solutions to complex challenges and tailor strategic success plans.
• Conduct quarterly feature usage reviews to encourage adoption of our tools and ensure stability and performance.

Technical Health, Adoption, and Risk Management

• Possess AI literacy to automate routine tasks and monitor engagement effectively.
• Utilize prompt engineering to direct AI agents in assisting customers with accurate data retrieval and success planning.
• Proactively monitor trends and provide tailored recommendations for feature enhancements.
• Serve as the key contact for major incidents affecting customer experience.
• Work cross-functionally with Sales, Engineering, and Product Management to coordinate efforts leading to customer success.
• Communicate clearly and establish a proactive plan for client engagements focused on shared customer goals.

Key Responsibilities

• Drive adoption of Tableau features and collaborate with users for engagement.
• Facilitate sessions on dashboard creation and data exploration.
• Track and report on customer usage metrics.
• Advise on visualization best practices and dashboard performance improvements.
• Refer complex technical questions to appropriate resources as needed.

Minimum Requirements

• A minimum of 3 years in a customer success role or related field, preferably within SaaS sectors.
• Exceptional consulting skills with proven ability to drive value and navigate C-level discussions.
• Solid understanding of industry standards and implications for client businesses.
• Strong communication skills that translate technical concepts for varied audiences.
• A proactive approach to learning and personal development, seeking growth opportunities.
• Familiarity with Tableau products, visualization best practices, and analytics use cases.
• U.S. Citizenship is required for access to government systems and facilities.

Cloud/Platform Requirements:

• 3-4 years of experience with Tableau.
• Proficient in Tableau Desktop, Tableau Cloud/Server, and Tableau Prep.

Preferred Qualifications

• Certification such as Tableau Desktop Specialist or Data Analyst preferred.
• Familiarity with Tableau governance, permissions, and data source management.
• Understanding of how Tableau integrates with Salesforce data.

Work Environment

This role is designed to be office-flexible, with an expectation of in-office attendance at least three days a week.

Unleash Your Potential

By joining Salesforce, you will have unmatched opportunities to thrive both personally and professionally. Our supportive benefits and resources encourage work-life balance, while our innovative AI tools enhance your contributions. Together, we will reshape the future of AI and work for businesses of all sizes, delivering exceptional experiences. Apply now to redefine what is possible for yourself and others.

Accommodations

If you require assistance due to a disability during the application process, please submit a request for accommodations.

Equal Opportunity Statement

Salesforce celebrates diversity and is committed to creating an inclusive workspace. We ensure that all applicants are treated fairly and without discrimination based on any protected characteristic. Our hiring decisions are made on merit, based on skills and experience necessary for the position, creating a workplace free from bias.

The compensation for this position is influenced by factors such as location, experience, and skills. In the United States, the typical salary range for this role is $123,100 - $186,300 annually, with higher ranges for positions in specific metropolitan areas. Additional perks include incentive compensation, benefits, and the opportunity for stock options. Comprehensive details about our benefits package are available through our internal resources.