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Customer Success Manager - Tableau (Data, Analytics & AI Strategy)

Salesforce
Sydney, AUS
Full-time
Manager
Onsite
Discovered Today
lookerpower-biqliktableau

Full Job Posting

Preferred Qualifications

  • Experience with large-scale or global analytics deployments.
  • Knowledge of the Tableau and Salesforce ecosystem (Data 360, CRM Analytics, embedded analytics, Agentforce)
  • Tableau or other BI tool certifications or Salesforce certifications (Data 360 Consultant, AI Specialist)
  • Understanding of data architecture and semantic layers

Qualifications

  • Experienced business professional with a background in strategic consulting (ideally in a data and AI practice), Customer Success or SaaS, and hands-on BI/analytics experience (Tableau, Power BI, Qlik, Looker or similar).
  • Analytics Strategy: Strong understanding of analytics strategy, data-driven decision making and governance models. Familiarity with cloud analytics deployment and administration.
  • Executive Communication: Exceptional communication and presentation skills, with a demonstrated ability to influence at all levels, including C-level.
  • Behavioral Competency: Ability to handle objections, navigate complicated discussions and drive alignment. Persistence in the face of adversity and disappointment.
  • Technical Acumen: Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.

Responsibilities

  • Strategic Accountability and Account Leadership
  • Analytics in the Flow of Work: Move customers beyond standalone dashboards. Drive adoption of embedded, conversational and proactive insights (Tableau Next, Tableau Pulse, Tableau Agent, Salesforce apps) where decisions happen.
  • ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI. Help customers measure the business impact of their analytics investment.
  • Complex Program Management: Own the Signature experience across complex, multi-org customers. Organize information across multiple work streams and turn customer priorities into analytics adoption roadmaps and success plans.
  • Resource Mobilization: Act as the central resource for the team and the customer. Bring in SEs, Analytics Consultants, Data Architects and Partners for complex deployment or integration needs.
  • Engagement Charter: Craft a clear engagement charter with goals and metrics, including analytics maturity, adoption and business-impact measures, to keep internal and external teams aligned.
  • Business Value Integration: Align the Account Success team and internal stakeholders around the customer’s business, data 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): Determine which customer segments or tasks need high-touch human coverage and which can be handled by autonomous, always-on AI support.
  • Trusted Advisory and Executive Influence
  • Advanced Stakeholder Management: Build relationships with customer IT, data and business executive leadership, demonstrating a commitment to customer goals.
  • Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics, drive consensus and influence key stakeholders to engage.
  • Business Insight: Combine analytics expertise with deep business insight to deliver effective recommendations, adapting established solutions to solve complex customer problems.
  • Analytics Maturity & Data Culture: Lead strategic conversations on analytics maturity and data-driven decision making. Run maturity assessments, guide Center of Excellence programs and drive change management for self-service adoption.
  • Customer Advocacy: Amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
  • Solution & Industry Expertise: Develop strong knowledge of Tableau and the Salesforce data and AI ecosystem, plus a working “sales pitch” understanding of the rest. Identify expansion opportunities such as embedded analytics, Tableau Cloud capabilities and AI-powered analytics.
  • Mentorship and Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members and contribute subject matter expertise internally.
  • Domain Expertise and Risk Mitigation
  • Risk Management: Act as the leader in identifying problems. Use the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or go-live dates are at risk.
  • Data & AI Governance: Guide customers on governance models, including content management, permission strategy, data source certification, Trust Layer best practices and safety-by-design principles.
  • Root Cause Synthesis: Use AI tools for account-level pattern recognition and use automated RCA reports for specific scenarios.
  • Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.
  • Experience: Experienced business professional with a background in strategic consulting (ideally in a data and AI practice), Customer Success or SaaS, and hands-on BI/analytics experience (Tableau, Power BI, Qlik, Looker or similar).
  • Analytics Strategy: Strong understanding of analytics strategy, data-driven decision making and governance models. Familiarity with cloud analytics deployment and administration.
  • Executive Communication: Exceptional communication and presentation skills, with a demonstrated ability to influence at all levels, including C-level.
  • Behavioral Competency: Ability to handle objections, navigate complicated discussions and drive alignment. Persistence in the face of adversity and disappointment.
  • Technical Acumen: Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.

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