Principal Success Manager - Slack

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

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Slack is on a mission to make your working life simpler, more pleasant and more productive. Culture is the north star that guides how we work together and with our customers. Are you looking to build something greater than yourself? Do you want to work alongside some of the most dynamic people in the industry? If so, Slack just might be the place for you.

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; on-boarding, adoption, advocacy and renewal. Part coach, project manager, consultant and product specialist, our Slack Success Managers are continually focused on helping our customers improve their team communication and be successful with Slack.

Slack has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?

What you will be doing

• Evangelize our belief that the fastest way to achieve organizational agility is to change how people work — and we believe that requires established enterprises to rapidly evolve culture, process and technology at scale

• Work closely with our largest enterprise customers to understand how they work, their business challenges, paint the art of the possible through Slack, and mentor them on how to personalize Slack to communicate, collaborate and work more effectively

• Understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of large Communications & Media customers (typically 1-3)

• Lead a cross-functional partnership across your named customer(s) and Slack and identify new ways our platform can differentiate them in the market

• Craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, communication, and eliminates barriers to customer advocacy and expansion

• Work closely with Slack’s Account Executives, help them drive growth at existing customers by improving their usage of Slack or uncovering new uses for Slack

• Facilitate workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques

• Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, where we celebrate shared successes, and course correct where necessary

• Maintain high levels of engagement across a broad group of customers, with an emphasis on customer appreciation and advocacy

• Serve as a mentor and coach to others on the Customer Success Team

• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)

• 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 who has a consistent record of excelling in fast-growing environments and taking initiative!

• 6+ years of relevant work experience in customer-facing customer success, account management, or strategic consulting roles. SaaS experience preferred

• 2+ years handling multiple $1M+ customers (Comms, Media & Tech experience preferred)

• Consistent track record of partnering with customers to deliver innovations for their businesses

• Proven track record of developing and executing pre-sales land and expand strategies

• Strong understanding of both the Slack platform and integrations with Salesforce products

• Experience implementing and supporting large-scale technology solutions at Fortune 500 companies

• Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a sophisticated organization

• You have a passion for building trust and communicating with a broad range of partners: C-Suite, senior executives, business owners, Slack administrators, developers, and day-to-day users of the software

• Experience in an enterprise solution sales environment and the ability to partner with account executives in the development and closure of sales opportunities is preferred

Accommodations

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

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com .

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce . 

Salesforce welcomes all.

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.

For New York-based roles, the base salary hiring range for this position is $140,000 to $192,500.

For California-based roles, the base salary hiring range for this position is $140,000 to $192,500.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.