Senior Manager, Customer Success Management - Slack

Salesforce•Chicago, IL

6d•Hybrid

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Slack (A Salesforce Company) 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. Slack has a positive, diverse, and encouraging 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. 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.

Requirements

5+ years of experience overseeing customer success or professional services teams and organizations, preferably with strong exposure to SaaS
A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale.
Experience with enterprise scale organizations and demonstrated leadership to make rapid decisions and problem solving in this environment.
Demonstrated experience leading and working in a dynamic, high-growth environment, and strong commitment to growing and developing team members.
Track record of delivering against targets and KPIs, and proven success in establishing a clear vision and driving change within a Customer facing organization.
Customer-centric mindset that informs strategies, tactics and execution.
Excellent executive-level communication and negotiation skills both with customers and internally.
Experience building executive relationships and driving/influencing change with both fast paced technology startup and large, complex multi-national organizations.
Diplomacy, tact, and poise under pressure when working through customer issues.
Must be open to some level of travel with close alignment with Sales and Customers.

Responsibilities

Leading a team of customer success professionals to serve some of our largest, most strategic customers within Commercial Business Services and Technology, Media & Telecommunications operating units for Slack.
Developing the strategy and tactics to effectively leverage your team and shared Customer Success capabilities to deliver best in class outcomes for our largest customers as well as up and coming rapid growth organizations in the region.
Advocating for customers by driving alignment across Sales, Customer Success, Services, Renewals, Product Management, Marketing and Business Operations.
Building and developing a world-class team that lives Slack’s values.
Sponsoring customers throughout their journey, establishing long-term executive relationships that help ensure they realize the full value of Slack.
Identifying and driving key initiatives, processes, tools and programs to build our high growth business.
Ensuring that your team delivers on our high growth targets and key performance metrics, including customer health, value realization, advocacy, renewal, and expansion.
Building, leading and developing a world-class team of CSMs that live Slack’s values.
Directly influencing the growth of the CBS and TMT operating units and the overall Slack CS business by developing and executing strategies that create successful customers in partnership with Sales leaders, Customer Success, Services, Renewals, Partners, Product Management, and your team.
Contributing to Slack’s Sales and Customer Success vision and strategy, and delivering operating unit targets and key metrics through operational execution and discipline.
Building and developing go-to-market strategy of TMT and CBS customers at Slack, and continuing to build upon the high-performing Slack culture.
Personally engaging with top prospects by providing direct deal support, and formulating strategies to accelerate deal close in your region.
Creating customer wins, model customers, references and case studies, by establishing trusted senior customer relationships.
Actively engaging in account strategy and will be an active part of executing the strategy for select accounts.
Aligning the Slack ecosystem to your specific industries, ensuring we speak our customer’s language.
Being an inspirational leader and creating a vibrant, inclusive culture that inspires people to do their best work.