Customer Success Area Lead (Digital/ Tableau)

Salesforce • Indianapolis, IN

2d

About The Position

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. Job Description Position Description 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 authorities, they purchase our Success Plans. The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. This role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time.

Requirements

• 5+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
• Proficiency in Salesforce's product suite, specifically Salesforce Marketing Cloud or Tableau
• Proven experience in Data Analysis using tools like Tableau or other data platforms
• Proven track record to forge and cultivate high-level relationships, serving as a trusted advisor that brings tangible business value to clients.
• Strong capability to navigate complicated discussions, handle objections, and drive alignment.
• Expertise in at least one line of business (LoB) or specific industry sector.
• An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.

Nice To Haves

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).

Responsibilities

• Collaborate with internal Sales, Customer Success account leadership, and investment teams to strategically prioritize customer retention and mitigate attrition.
• Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
• Consistently review and link investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics, while advocating for Sales engagement on pivotal TMP initiatives.
• Manage to our Investment Program guidelines and ensure account executives provide adequate information and sales leaders are aligned with investment priorities.
• Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
• Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process.
• Create standardized business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements.
• Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
• Provide feedback that improves the sales team's experience when engaging with customer success.

Benefits

• Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
• More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed