Customer Success Manager, Tableau - Public Sector

Salesforce•Mclean, VA

6d•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor and versatile expert responsible for helping high-value customers on the Signature Success Plan achieve significant returns on their Salesforce platform investment. Acting as an extension of the customer's workforce and as a trusted advisor, the CSM addresses technical and business concerns and aligns guidance with customer priorities, projects, and goals. The role coordinates Signature deliverables, owns the overall customer experience across the Signature lifecycle, and contributes to renewal and expansion. The CSM drives adoption and value from Tableau and related Salesforce products by partnering with customer business and technical stakeholders, providing enablement, tracking usage and health metrics, and recommending actions to improve outcomes. The role works across Sales, Engineering, Product Management, and technical resources to coordinate customer success, manage risks, resolve or escalate issues, and identify revenue opportunities. The position also calls for using AI agents and related skills to automate routine work, monitor customer sentiment and intent, and support success planning. This role is office-flexible, with an expectation of being in the office at least three days per week. Legal authorization to work in the U.S. is required; visa sponsorship is not available for this position.

Requirements

At least 5 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Industry-relevant expertise and active skill development in a relevant functional area, with an understanding of the industry's broad impact on customer business.
Excellent communication skills, including explaining technical issues to diverse audiences and translating technical concepts into business terms.
Actively seek relevant learning opportunities, treat obstacles as growth opportunities, and seek experienced mentors to support development.
At least 3 years of experience supporting customers using Tableau, with demonstrated understanding of how Tableau connects to Salesforce data.
Working knowledge of Tableau Desktop, Tableau Cloud/Server, and Tableau Prep.
Understanding of data visualization best practices and dashboard design.
Familiarity with common data sources, including databases, spreadsheets, and cloud apps.
Ability to demonstrate Tableau features and navigate workbooks and dashboards.
Knowledge of basic analytics use cases such as sales dashboards, operational reporting, and KPI tracking.
Experience with Tableau governance basics, including permissions, projects, and data sources.
Legal authorization to work in the U.S.; company visa sponsorship is unavailable for this position.

Nice To Haves

Multiple Tableau certifications, including Desktop and Server/Cloud.
Experience supporting enterprise Tableau deployments.
Understanding of data architecture and semantic layers.
Knowledge of Tableau Next, Tableau Pulse, and AI-powered analytics.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the customer experience, and renewal and expansion.
Coordinate customer-entitled deliverables and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and deliver value through the Signature offer.
Align business and technical stakeholders, business value, and technical goals with the Signature offer.
Prioritize and organize work, create basic plans, and take responsibility for assigned tasks; use internal resources and seek guidance on priority problems.
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
Share best practices for sales and service process optimization, data quality, and customer experience.
Drive adoption of Sales and Service Cloud features with representatives, agents, managers, supervisors, and operations teams.
Track usage and performance metrics, including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
Build and maintain relationships with key stakeholders, including executive-level customer IT and business leaders.
Act as a trusted advisor by understanding the customer's business model, building trust through mutual goals, and applying proven solutions.
Secure partnership commitments, drive innovation aligned with customer challenges, increase engagement with products and services, and identify political barriers to success.
Partner with experienced team members to solve complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage to drive adoption of tools such as Journey Builder or Commerce Promotions and help ensure platform stability and performance.
Identify underutilization of contracted entitlements, such as messaging volume or GMV tiers, and align platform features with customer priorities to increase throughput.
Drive adoption of Tableau features with business users and analysts, and track active users, workbook views, and data source adoption.
Provide enablement and best practices for dashboard creation and performance, data exploration, and visualization design.
Escalate complex data modeling, server configuration, automation, data model, routing, and integration questions to technical resources.
Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring; use natural-language prompts to retrieve customer data and draft success plans.
Use AI-driven sentiment and intent analysis to identify early customer concerns for human intervention, and pursue Agentblazer training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge to diagnose technical concerns, ask effective questions, and align platform features with customer priorities and roadmaps.
Proactively monitor customer health, conduct quarterly reviews, identify trends, and provide tailored release recommendations to support stability, performance, and feature enhancement.
Serve as the primary interface for major incidents, such as checkout failures or email deliverability drops, to protect peak revenue.
Build multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer relationships, success, and revenue opportunities.
Plan client engagements, communicate clearly and proactively with collaborators, and keep customer goals central to decisions.