Principal / Sr. Principal Customer Success Manager - Slack

Salesforce•Indianapolis, IN

3d•$123,100 - $247,900•Hybrid

About The Position

The Customer Success Manager (CSM) is a versatile expert who helps high-value customers with the Signature Success Plan achieve a significant return on their investment in Salesforce and Slack. Acting as an extension of the customer’s workforce and as a trusted advisor, the CSM addresses technical and business concerns and aligns solutions with customer priorities, projects, and challenges. The Slack Customer Success team supports strategic customers throughout the customer lifecycle, helping them launch Slack successfully, encourage broad adoption, and continuously realize business value. CSMs act as coaches, project managers, consultants, and product specialists: they discover customer needs and challenges and guide customers in using Slack effectively. This office-flexible role requires working in the office at least three days per week.

Requirements

At least 3 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Industry-relevant expertise and understanding of the broad impact of the industry on customers’ businesses.
Excellent communication skills, including the ability to explain technical issues to diverse audiences and translate technical concepts into business terms.
Willingness to pursue relevant learning, treat obstacles as growth opportunities, and seek experienced mentors for development.
3–4 years of direct experience working on Slack, familiarity with Slack best practices, and understanding of how Slack enables modern workplace collaboration.
Slack Certified Admin Certification.
Expert knowledge of Channels & Collaboration, Canvas, Lists, Integrations, Workflow Builder, and Workspace Administration.

Nice To Haves

Additional Salesforce product certifications, such as AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, or Agentblazer.

Responsibilities

Conduct maturity assessments and create Slack adoption roadmaps.
Serve as the accountable customer contact for Signature deliverables, the customer experience, renewal, and expansion.
Coordinate entitled deliverables and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and deliver value through the Signature offer.
Align business and technical stakeholders around business value, technical goals, and the Signature offer.
Prioritize work, organize tasks, create basic plans, and take responsibility for assigned activities; use internal resources and seek guidance from managers or mentors on priority problems.
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
Share best practices for sales and service process optimization, data quality, and customer experience.
Drive adoption of Slack features with representatives, agents, managers, supervisors, and operations teams.
Track usage metrics, such as active users, messages, channel engagement, and app usage, and accelerate adoption, maturity, and growth across large customers.
Assess business requirements and advise on governance, channel structure, and workspace organization.
Develop and maintain relationships with key stakeholders, including executives in customer IT and business leadership.
Build trust by understanding customers’ business models, aligning on mutual goals, and applying proven solutions to their problems.
Secure partnership commitments and drive innovation in line with customer business challenges.
Increase customer engagement with products and services and identify political barriers to customer success.
Work with experienced team members to solve complex problems and develop strategic success plans when needed.
Review feature usage quarterly to drive adoption of tools such as Journey Builder or Commerce Promotions and support platform stability and performance.
Identify underused contracted entitlements and align platform features with customer priorities to increase throughput.
Use AI agents to automate routine tasks, apply prompt engineering to retrieve customer data and draft success plans, and use AI-driven sentiment and intent analysis to flag concerns for human intervention.
Pursue Agentblazer training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge to address technical concerns, ask effective diagnostic questions, and align platform features with customer priorities and roadmaps.
Monitor customer health, conduct quarterly reviews, identify trends, and provide tailored release recommendations to support stability, performance, and feature enhancement.
Act as the primary interface for major incidents, such as checkout failures or email deliverability drops, to protect peak revenue.
Build multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer relationships and support success and revenue opportunities.
Plan customer engagements, communicate clearly and proactively with collaborators, and keep customer goals central to decisions.
Escalate complex automation, data model, routing, or integration questions to technical resources.