Principal / Sr. Principal Customer Success Manager - Slack

Salesforce•Atlanta, GA

2d•Hybrid

About The Position

The Customer Success Manager (CSM) supports high-value customers who purchase Salesforce Signature Success, acting as an extension of their workforce and a trusted advisor. The role guides customer organizations in addressing technical and business concerns and aligning Salesforce and Slack capabilities with customer priorities, projects, and challenges. For Slack’s strategic customers, the CSM helps them launch successfully, broaden adoption, and continue realizing business value throughout the customer lifecycle. The CSM is the single point of customer accountability for Signature deliverables and the overall customer experience, including renewal and expansion. The role assesses customer maturity, creates adoption roadmaps and success plans, coordinates entitled services, tracks usage and platform health, manages risks and major incidents, and advises on governance and best practices. The CSM develops relationships with executive, business, and technical stakeholders and collaborates with Sales, Engineering, Product Management, and other internal teams to support customer outcomes and revenue opportunities. This position also calls for proficiency in using AI agents for routine customer-success tasks and ongoing learning about autonomous agent capabilities. It is office-flexible, with an expectation of 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 ability to develop skills in a relevant functional area.
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, approach obstacles as growth opportunities, and seek experienced mentors.
3–4 years of direct experience working on Slack.
Familiarity with Slack best practices and understanding of how Slack supports modern workplace collaboration.
Slack Certified Admin Certification.
Expert knowledge of Channels & Collaboration, Canvas, Lists, Integrations, Workflow Builder, and Workspace Administration.
Ability to work in the office a minimum of three days per week.

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 build Slack adoption roadmaps.
Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, renewals, and expansion.
Coordinate customer-entitled deliverables and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to customer needs and ensure value is delivered through the Signature offer.
Align business and technical stakeholders, connecting business value and technical goals to the Signature offer.
Prioritize work, organize tasks, create basic plans, and take responsibility for assigned tasks; use internal resources and seek guidance 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 Slack usage metrics, including active users, messages, channel engagement, and app usage, and accelerate adoption, maturity, and growth.
Assess business requirements and advise on governance, channel structure, and workspace organization.
Cultivate strong relationships with key stakeholders, including executive-level customer IT and business leaders.
Act as a trusted advisor by understanding customers’ business models, aligning on mutual goals, and applying proven solutions to their problems.
Solidify partnership commitments, drive innovation aligned with customer challenges, increase engagement with products and services, and identify political barriers to customer success.
Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
Conduct quarterly feature-usage reviews and recommend ways to increase adoption, platform stability, and performance.
Identify underused contracted entitlements and align platform features with customer priorities to increase throughput.
Use AI agents for routine tasks such as meeting summaries, QBR data collection, and initial health monitoring; use natural-language prompts to retrieve customer data and draft success plans; and use AI-driven sentiment and intent analysis to flag concerns for human intervention.
Apply product knowledge to diagnose technical concerns, ask effective questions, and align platform features with customer priorities and roadmaps.
Proactively monitor customer health, conduct quarterly reviews, identify trends, and provide tailored release recommendations.
Serve as the primary interface for major incidents to protect customer outcomes and revenue.
Build multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer success and revenue opportunities.
Plan client engagements, communicate proactively with collaborators, and keep customer goals central to decisions.
Escalate complex automation, data model, routing, or integration questions to technical resources.
Seek Agentblazer training and certifications to stay current on autonomous agent capabilities.