Salesforce
Overview
Slack Customer Success Manager role at Salesforce. This role is part of Slack (a Salesforce Company) and focuses on helping customers launch Slack, adopt it widely, and realize business value from Slack’s products and services. Slack is described as having a positive, diverse, and encouraging culture, with emphasis on curiosity, innovation, humility, and collaboration. Role description emphasizes building partnerships with enterprise customers, guiding cross-functional teams, and helping customers achieve business outcomes through Slack. What We Do
Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and continuously gain business value from our products and services. We serve as the trusted point of contact for Slack’s strategic key customers across the customer lifecycle. Part coach, project manager, consultant and product specialist, our Slack Success Managers work closely with customers to discover their business needs and challenges and then mentor them on the best ways to use Slack to tackle them. Your Impact
Empathize with every aspect of the customer experience, putting customers’ needs first. Accelerate adoption, maturity and growth across Slack’s largest customers while ensuring each customer realises business value. Work closely with enterprise customers to understand motivation, business drivers, strategic goals and desired business outcomes for your portfolio. Understand how they work, their business challenges and mentor customers on how to use Slack to communicate, collaborate and work more productively. Prioritize your portfolio to deliver business outcomes, with emphasis on driving growth and securing retention. Lead cross-functional partnership across named customers and Slack to identify new differentiators in the market. Maintain high levels of customer engagement and satisfaction with a focus 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, including sponsorship, governance, operating model, adoption, Champions network, platform maturity, and adoption techniques. Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, sharing value realised and course correcting where needed. Contribute to the library of customer success assets and thought leadership (methodology, point of view, white papers). Minimum Requirements
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, prioritized management and high emotional intelligence. You are an excellent teammate with a consistent track record in fast-paced environments and initiative. Relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred. Program management strength and experience 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 opportunities (preferred). Additional Requirement
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 - check out trailhead.com for a sneak peek! Exposure to executive thought leaders with a passion for living Salesforce values Clear path to promotion with accelerated leadership development programs Weekly 1:1 coaching with 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. The policy covers merit-based hiring, fair compensation, and equal opportunity regardless of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or other classifications protected by law. This description also includes information about compensation and benefits, and location-specific salary ranges. For Washington-based roles, the base salary range is $133,400 to $183,500; for California-based roles, $145,200 to $199,700; for Illinois-based roles, $133,400 to $183,500.
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Slack Customer Success Manager role at Salesforce. This role is part of Slack (a Salesforce Company) and focuses on helping customers launch Slack, adopt it widely, and realize business value from Slack’s products and services. Slack is described as having a positive, diverse, and encouraging culture, with emphasis on curiosity, innovation, humility, and collaboration. Role description emphasizes building partnerships with enterprise customers, guiding cross-functional teams, and helping customers achieve business outcomes through Slack. What We Do
Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and continuously gain business value from our products and services. We serve as the trusted point of contact for Slack’s strategic key customers across the customer lifecycle. Part coach, project manager, consultant and product specialist, our Slack Success Managers work closely with customers to discover their business needs and challenges and then mentor them on the best ways to use Slack to tackle them. Your Impact
Empathize with every aspect of the customer experience, putting customers’ needs first. Accelerate adoption, maturity and growth across Slack’s largest customers while ensuring each customer realises business value. Work closely with enterprise customers to understand motivation, business drivers, strategic goals and desired business outcomes for your portfolio. Understand how they work, their business challenges and mentor customers on how to use Slack to communicate, collaborate and work more productively. Prioritize your portfolio to deliver business outcomes, with emphasis on driving growth and securing retention. Lead cross-functional partnership across named customers and Slack to identify new differentiators in the market. Maintain high levels of customer engagement and satisfaction with a focus 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, including sponsorship, governance, operating model, adoption, Champions network, platform maturity, and adoption techniques. Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, sharing value realised and course correcting where needed. Contribute to the library of customer success assets and thought leadership (methodology, point of view, white papers). Minimum Requirements
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, prioritized management and high emotional intelligence. You are an excellent teammate with a consistent track record in fast-paced environments and initiative. Relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred. Program management strength and experience 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 opportunities (preferred). Additional Requirement
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 - check out trailhead.com for a sneak peek! Exposure to executive thought leaders with a passion for living Salesforce values Clear path to promotion with accelerated leadership development programs Weekly 1:1 coaching with 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. The policy covers merit-based hiring, fair compensation, and equal opportunity regardless of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or other classifications protected by law. This description also includes information about compensation and benefits, and location-specific salary ranges. For Washington-based roles, the base salary range is $133,400 to $183,500; for California-based roles, $145,200 to $199,700; for Illinois-based roles, $133,400 to $183,500.
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