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Customer Success Manager, Senior Manager

The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.

We are looking for candidates who have experience supporting customers in one or more of the following industries:

• Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).

This is an Individual Contributor position.

Your Impact Strategic Accountability and Account Leadership

• ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
• Complex Program Management: Effectively own the Signature experience across complex, multi-org customers. This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.
• Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.
• Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Business Value Integration: Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.
• Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.
• ROI Segmentation (Human vs. AI): Determining which customer segments or tasks require high-touch human coverage vs. “always-on” AI support.

Trusted Advisory and Executive Influence

• Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.
• Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process.
• Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. This includes adapting established solutions to solve complex customer problems.
• Customer Advocacy: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
• Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest. Leverage industry insight to position customers for future success.
• Mentorship & Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.

Domain Expertise and Risk Mitigation

• Risk Management: Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk.
• AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.
• Root Cause Synthesis: Can use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios.
• Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.

Minimum Requirements

• Experienced business professional, preferably with 5–6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
• Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment.
• Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.

Cloud/Platform Requirements

• 5–6 years experience supporting customers using Tableau.
• Strong understanding of analytics strategy and data-driven decision making.
• Knowledge of Tableau governance models (content management, permission strategies, data source certification).
• Understanding of Tableau Cloud/Server administration and deployment options.
• Familiarity with advanced features (parameters, calculated fields, LOD expressions, data blending).
• Knowledge of Tableau + Salesforce integration (CRM Analytics, Einstein Analytics, embedded analytics).
• Certifications: Desktop Specialist, Data Analyst, Server.

Preferred Requirements

• Multiple Tableau certifications (Desktop + Server/Cloud).
• Experience supporting enterprise Tableau deployments.
• Understanding of data architecture and semantic layers.
• Knowledge of Tableau Pulse and AI-powered analytics.

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.