Description
SVP, Chief Success Officer We are seeking a highly motivated leader with deep expertise in sales and customer success to represent Salesforce Tableau Analytics. The CSO will be accountable for driving customer adoption, retention, renewal performance, and long-term customer value realization across the Analytics business. The ideal candidate will have 15+ years of experience in senior leadership roles, including at least 5 years leading customer success or post-sales teams and 5 years working with analytics technologies in enterprise software. This individual will have a strong understanding of the challenges and opportunities companies face when deploying analytics solutions and will be able to leverage that expertise to align customer-facing teams, accelerate adoption, improve renewal outcomes, and create greater accountability for customer health and success. This leader will focus on driving success in two key areas:
Product Adoption: The Chief Success Officer and their team will drive customer success through product adoption and customer value realization. This includes providing tools, systems, information, and programs that educate and assist customers, as well as supporting internal teams to help customers realize the promised value of the product. Success will be measured through metrics such as utilization rates, campaign send volumes, NPS, adoption based indicators, and customer health scores.
Customer Retention & Renewal Performance:
The Chief Success Officer and their team will drive business growth through customer retention, renewal execution, and attrition mitigation. This includes working closely with Sales Leadership, Sales Operations, Enablement, Partner Teams, and other stakeholders to build a unified customer success operating model that strengthens retention, improves expansion opportunities, and provides the leadership focus necessary to reverse attrition trends and improve customer outcomes. Success will be measured by renewal rates, ACV retention, attrition reduction, and customer sentiment.
Key Responsibilities:
Customer Retention & Renewal Performance: The Chief Success Officer and their team will drive business growth through customer retention, renewal execution, and attrition mitigation. This includes working closely with Sales Leadership, Sales Operations, Enablement, Partner Teams, and other stakeholders to build a unified customer success operating model that strengthens retention, improves expansion opportunities, and provides the leadership focus necessary to reverse attrition trends and improve customer outcomes. Success will be measured by renewal rates, ACV retention, attrition reduction, and customer sentiment.
Key Responsibilities:
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Drive Customer Retention & Renewal Outcomes:
Lead the renewals center of excellence to build rigorous renewal forecasting, execution processes, and attrition mitigation strategies.
Establish executive ownership over the end-to-end post-sale customer lifecycle, including onboarding, adoption, expansion, and renewal.
Develop and maintain a unified customer success operating model that improves net retention and reduces churn.
Partner closely with Sales Leadership and Finance to align on renewal targets, pipeline visibility, and at-risk customer strategies.
Create governance structures and operating rhythms for dotted-line success teams to drive accountability and consistency.
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Drive Product Adoption:
Lead adoption programs to accelerate onboarding, product version transitions, and customer value realization.
Lead the development and distribution of AI and agent-based self-service activation guides, programs, and tools for onboarding, product version transitions, and best practices, helping customers extract value from the latest technologies.
Lead a data-driven organization that measures all aspects of product usage and leverages insights to optimize both product performance and customer experience.
Develop vision demos and dynamic architectural illustrations that enhance customer communications and self-service guides.
Lead transformation programs to guide customers in adopting the latest Tableau technologies.
Coordinate across Product Management, Engineering, Customer Success, Product Marketing, and Sales to drive adoption initiatives.
Qualifications:
15+ years in senior leadership roles, with at least 5 years leading customer success, post-sale, or renewal organizations and 5 years in analytics technology.
Demonstrated success in driving customer retention, reducing attrition, and improving renewal performance at scale.
Consulting experience with customers, solving complex problems through technology.
Experience leading and aligning cross-functional, matrixed organizations including dotted-line leadership.
Proven track record collaborating with software product and engineering teams to resolve customer issues and accelerate adoption.
Strong knowledge of Tableau Analytics technologies and the broader engineering landscape.
Exceptional communication, presentation, and interpersonal skills.
Ability to build strong relationships and influence stakeholders at all levels, including C-suite executives.
Strategic thinker with a hands-on approach to program execution.
Proven ability to manage complex projects and deliver results in a fast-paced environment.
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.