Senior Manager, Success Guides & Architects (Slack)

Salesforce•Chicago, IL

32d

About The Position

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Applications will be accepted until 04/16/2026. Slack (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. 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. 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. What We Do Our Success Guide team delivers scaled, time-bound, topic-based engagements that help customers unlock value quickly and efficiently. Through structured programs and targeted touch points, we guide customers through key milestones — from onboarding and feature adoption to advanced use cases — ensuring they gain measurable business value from Slack at every stage. Our Success Guides are experts at meeting customers where they are, delivering the right content and guidance at the right time, at scale. What you will be doing The Senior Manager, Success Guides will be responsible for leading a team of Success Guides to serve a broad portfolio of customers, ensuring they successfully onboard, adopt, and derive ongoing business value from Slack. Focused on your region, you'll develop the strategy and tactics to effectively leverage your team and shared Customer Success capabilities to deliver best-in-class outcomes for customers across segments. As a member of our Customer Success leadership team, you will advocate for your customers by driving alignment across Sales, Customer Success, Services, Renewals, Product Management, Marketing, and Business Operations. You will build and develop a high-performing team that lives Slack's values. You will guide customers throughout their journey, establishing strong relationships that help ensure they realize the full value of Slack. You will identify and drive key initiatives, processes, tools, and programs to scale our Success Guide motion and support high growth targets. As a leader in our Customer Success organization, you will build, coach, and develop a team of Success Guides that embodies Slack's values and culture. You will directly influence customer health, retention, and expansion outcomes by developing and executing scalable programs in partnership with Sales leaders, Customer Success, Services, Renewals, Partners, and Product Management. You will contribute to Slack's Customer Success vision and strategy, and deliver team targets and key metrics through operational excellence and disciplined execution. This role requires a hands-on "get it done" approach to personally create customer wins, model best practices, and develop case studies and references. You will actively engage in account strategy for key customers, align the Slack ecosystem to customer needs, and foster a vibrant, inclusive team culture that inspires people to do their best work.

Requirements

5+ years of experience in customer success, success management, or professional services, preferably within a SaaS environment.
A track record of building and growing a high-performing team through talent acquisition, onboarding, and development, characterized by strong productivity and excellent morale.
Experience working with mid-market to enterprise scale customers and demonstrated ability to make rapid decisions and solve problems in a fast-paced environment.
Demonstrated experience leading in a dynamic, high-growth environment with a strong commitment to growing and developing team members and fostering an inclusive culture.
Track record of delivering against targets and KPIs, with proven success in establishing a clear vision and driving change within a customer-facing organization.
Customer-centric mindset that informs strategies, tactics, and execution.
Strong communication and stakeholder management skills, both with customers and cross-functionally.
Experience building customer relationships and driving adoption and change management across a diverse customer portfolio.
Diplomacy, tact, and poise under pressure when working through customer issues.
Comfort with collaboration across Sales, Renewals, and other Go-To-Market teams.

Responsibilities

Leading a team of Success Guides to serve a broad portfolio of customers, ensuring they successfully onboard, adopt, and derive ongoing business value from Slack.
Developing the strategy and tactics to effectively leverage your team and shared Customer Success capabilities to deliver best-in-class outcomes for customers across segments.
Advocating for your customers by driving alignment across Sales, Customer Success, Services, Renewals, Product Management, Marketing, and Business Operations.
Building and developing a high-performing team that lives Slack's values.
Guiding customers throughout their journey, establishing strong relationships that help ensure they realize the full value of Slack.
Identifying and drive key initiatives, processes, tools, and programs to scale our Success Guide motion and support high growth targets.
Building, coach, and develop a team of Success Guides that embodies Slack's values and culture.
Directly influence customer health, retention, and expansion outcomes by developing and executing scalable programs in partnership with Sales leaders, Customer Success, Services, Renewals, Partners, and Product Management.
Contributing to Slack's Customer Success vision and strategy, and deliver team targets and key metrics through operational excellence and disciplined execution.
Actively engage in account strategy for key customers, align the Slack ecosystem to customer needs, and foster a vibrant, inclusive team culture that inspires people to do their best work.