Senior Manager, Customer Success Management - Slack

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Job Category

Customer Success

Job Details

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.

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. 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 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.

Responsibilities

The Senior Manager, Customer Success Manager, will be responsible for 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. Focused on our 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 our largest customers as well as up and coming rapid growth organizations in the region.

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 world-class team that lives Slack's values. You will sponsor customers throughout their journey, establishing long-term executive relationships that help ensure they realize the full value of Slack.

You will identify and drive key initiatives, processes, tools and programs to build our high growth business. You will ensure that your team delivers on our high growth targets and key performance metrics, including customer health, value realization, advocacy, renewal, and expansion.

As a leader in our Sales and Customer Success organization, you will build, lead and develop a world-class team of CSMs that live Slack's values. You will directly influence 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.

You will contribute to Slack's Sales and Customer Success vision and strategy, and deliver operating unit targets and key metrics through operational execution and discipline. This leader role will build and develop go-to-market strategy of TMT and CBS customers at Slack, and continue to build upon the high-performing Slack culture. You will personally engage with top prospects by providing direct deal support, and formulating strategies to accelerate deal close in your region.

This role exhibits a hands-on "get it done" approach to personally create customer wins, model customers, references and case studies, by establishing…