Customer Success Manager-(Tableau Exp Mandatory)-AMER Shift

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For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

We are currently looking for a versatile Customer Success Manager with expertise in Tableau to join our team. In this role, you will act as an extension of our customer's workforce, offering guidance and advice to ensure they receive a significant return on investment with Salesforce's Tableau product. As a CSM, you will be responsible for identifying and addressing both technical and business concerns and requests, aligning them with customer priorities, projects, and problems. You will bring senior-level expertise and will be responsible for coordinating all deliverables the customer is entitled to, including overseeing the day-to-day customer experience from onboarding through Signature contract renewal and expansion. As the main point of contact for the account's success, you will work closely with Product Management, Sales, Technical Support, and Engineering to lead the customer relationship.

Responsibilities:

• Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide them to achieve business objectives through Tableau utilization.

• Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.

• Strategic Guidance: Assess customer goals and capabilities, offer recommendations for Tableau ecosystem health, performance optimization, and achieving business and technology objectives.

• Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers' business challenges and growth potential.

• Adoption Path & Enablement: Contribute to Tableau knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.

• Technical Expertise Application: Apply Tableau product knowledge to address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities and roadmaps.

• Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities

• Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

• Operate with an AI First approach to account management, using Salesforce Einstein and AI-powered health scoring as the primary lens for monitoring customer sentiment, product adoption, and engagement across your book of business
• Use Agentforce and generative AI tools to build and personalize executive business reviews, success plans, renewal narratives, and strategic communications — with human judgment applied to tone, accuracy, and customer context
• Apply AI-generated insights to proactively identify expansion opportunities, adoption gaps, and churn risk indicators, taking timely and targeted action to protect and grow revenue
• Leverage AI to automate meeting preparation, call summarization, and follow-up documentation, freeing capacity for higher-value customer engagement

Preferred Skills:

• Experienced professional with 8+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture. Demonstrating expertise in Tableau or a specific line of business (LoB).

• Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.

• Familiarity with Salesforce product and platform features, governance principles, methodologies, and enterprise architecture.

• Excellent communication skills to articulate technical issues to diverse audiences.

• Demonstrated AI First approach to account management — you use AI as your default starting point across workflow, communication, and planning, not as an occasional aid
• Experience using AI features within Salesforce (Einstein, Agentforce) and customer success platforms (e.g., Gainsight, Totango, Catalyst) to manage and grow a book of business
• Ability to interpret AI-generated health signals and account insights with sound judgment, translating outputs into meaningful customer conversations and action plans
• Proficiency using generative AI to draft, personalize, and refine customer-facing communications with a strong eye for quality, accuracy, and brand standards

The role requires you to work in EST Time zone - 6 30 PM to 3 30 AM IST
 

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