Salesforce

SVP, Chief Success Officer- Tableau

Salesforce$380K — $456K *
Enterprise Technology
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • 15+ years in senior leadership roles, especially in customer success or analytics technology.
  • Proven success in enhancing customer retention and renewal rates at scale.
  • Experience in consulting to provide technology-driven solutions to complex challenges.
  • Demonstrated ability to lead cross-functional teams in a matrixed environment.
  • Strong collaboration skills with product and engineering teams to enhance customer experiences.
  • In-depth knowledge of Tableau Analytics technologies and engineering.
  • Exceptional communication and influencing abilities at all organizational levels.

Responsibilities

  • Lead strategies to boost customer retention and renewal performance.
  • Develop a rigorous model for renewal forecasting and execution.
  • Establish executive leadership over the entire post-sale customer lifecycle.
  • Create a unified operating model to enhance net retention and minimize churn.
  • Drive adoption initiatives to accelerate customer onboarding and value realization.
  • Coordinate with cross-functional teams to ensure alignment on customer success initiatives.
  • Implement data-driven strategies to optimize product usage and customer experience.

Benefits

  • Comprehensive support systems to promote work-life balance.
  • Access to AI tools to enhance job performance and efficiency.
  • Opportunities for professional development and career growth.
  • A culture that encourages innovation and the exploration of new ideas.
Full Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Product

Job Details

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:

  • 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.
  • 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.

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