Job Description

Overview

Slack Customer Success Manager role at Salesforce.

Join to apply for the Slack Customer Success Manager role at Salesforce. To get the best candidate experience, consider applying for a maximum of 3 roles within 12 months to avoid duplicating efforts.

Role Description

Slack (a Salesforce Company) is on a mission to make your working life simpler, more productive and more enjoyable. Slack seeks candidates who are curious, innovative, and collaborative, and who want to contribute to driving customer success across our customers.

Your Impact

• Empathize with every aspect of the customer experience, putting customers needs first.
• Accelerate adoption, maturity and growth across Slacks largest customers while ensuring each customer realises business value.
• Work with enterprise customers to understand motivation, business drivers, strategic goals and desired outcomes for your portfolio.
• Mentor customers on using Slack to communicate, collaborate and work more productively.
• Prioritize your portfolio to deliver business outcomes, focusing on growth and retention.
• Lead crossfunctional partnerships across named customers and Slack to differentiate their platform.
• Maintain high levels of customer engagement and satisfaction, focusing on loyalty.
• Craft joint customer success plans with scope, goals, timelines, success metrics and build plans to overcome barriers to advocacy, expansion and retention.
• Facilitate workshops with customers on best practices (sponsorship, governance, operating model, adoption, Champions network, platform maturity).
• Facilitate Executive Business Reviews with economic decision makers and Slack sponsors to share value realized and course correct where needed.
• Contribute to the library of customer success assets and thought leadership.

Qualifications

• You are passionate about the future of work and positively impacting the working lives of people in large organizations.
• This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.
• You are an excellent teammate with a track record of excelling in fast-paced environments and taking initiative.
• Relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred.
• Experience in program management and using joint sponsorship to execute against deadlines within a sophisticated organization.
• Ability to build trust and communicate with a broad range of partners (C-Suite, senior executives, business owners, Slack administrators, developers, and day-to-day users).
• Ability to cultivate and own VP+ executive sponsor relationships.
• Diplomacy, tact, and poise under pressure when addressing customer issues.
• Experience in an enterprise solution sales environment and ability to partner with Account Executives in development and closure of sales opportunities is preferred.

• 3+ years of experience with Slack as a workplace tool, as a product specialist, guide and advisor.

Note

This role is office-flexible, with an expectation to be in office 3 days per week (San Francisco, New York, Indianapolis).

Our Investment In You

• World-class enablement and on-demand training
• Exposure to executive thought leaders with a passion for living our values
• Clear path to promotion with accelerated leadership development programs
• Weekly 1:1 coaching with your leadership
• Fast Ramp mentorship program
• Week-long product bootcamp
• Sandler Sales Training

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to protected characteristics.

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