Customer Success Manager

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place Agentforce is the future of AI, and you are the future of Salesforce.

About the Role
As a Customer Success Manager (CSM), you will act as the designated resource and partner for Salesforce customer organizations. You are a trusted advisor who builds deep relationships with customers and account teams, monitoring key events, needs, potential risks, and value drivers. With a constant focus on customer business needs, you will help improve their overall technical and operational health, helping them maximize the value of their Salesforce investment. You will act as the point of contact for major customer incidents, responsible for managing expectations and communication during the resolution of those incidents.
 

This CSM role will work with Tableau customers to understand their business goals and provide technical guidance to deliver business value. They will collaborate with the sales team and coordinate internal resources to improve customer health, increase user adoption, and reduce churn rates.  
 

These activities will enable you to proactively prepare customers for success through platform optimization, with a particular focus during critical peak events. This requires deep technical knowledge of the Salesforce platform, as well as the ability to work closely with internal and external teams to deliver a unified Signature experience.  
 

Your Impact

• Serve as the single point of contact responsible for coordinating all deliverables, experiences, and Signature extensions and expansions.

• Build and maintain relationships with IT and business executive-level stakeholders, sponsors, and decision-makers in customer organizations that have purchased Signature.

• Help customers achieve their business goals and outcomes on the Salesforce platform by:

• Coordinating the completion of the Signature Success service catalog according to customer needs.

• Providing timely and proactive Salesforce feature guidance based on customer areas of interest.

• Acting as an advisor to customers on the adoption of new features from Salesforce's annual release schedule and identifying potential challenges and risks for customer implementations.

• Communicating the value of Signature Success. Responsible for ensuring that all collaborators understand this value so that customers continue to renew Signature Success.

• Act as an advocate for customers during the triage and resolution of high-severity cases to help resolve issues in a timely manner.

• CSMs may be required to travel to customer locations on a regular basis and may need to be available for work outside of regular business hours or on weekends depending on customer needs.
   

Minimum Requirements

• Minimum of 8 years of work experience in one or more of the following areas: Technical Customer Success, SaaS Platform Usage or Project Leadership, Technology Consulting, Technology Solution Development, Technical Architecture, and/or Solutions.

• Experience with Tableau products and/or competing platforms (e.g., Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo)

• Exceptional communication and presentation skills with proven ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Ability to analyze highly technical concepts and translate them into business terms, as well as map business requirements to technical features.

• Ability to explain complex technical concepts in terms that are easily understood by customers, then articulate customer needs to internal partners.

• Knowledge of software development processes and design methodologies.

• Experience leading cross-functional team efforts to facilitate the resolution or handling of customer needs or projects.

This is a technical customer success manager role so will relevant skills & experience working on high technical concepts as a business partner to customers.

Preferred Requirements

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Tableau Desktop, Tableau Server, Tableau Data Analyst).

• Knowledge of Salesforce products and features, capabilities, best practices, and implementation methods.

• Experience working with enterprise-level customers.
   

Note: It is expected that the employee will be in the office for a minimum of three (3) days per week.

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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.

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.