Overview

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Senior Principal Success Manager

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Salesforce .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. Part coach, project manager, consultant and product specialist, our Slack Success Managers work closely with customers to discover their business needs and challenges and then mentor them on the best ways to use Slack to tackle them.Responsibilities

Empathize with every aspect of the customer experience, putting customers’ needs first.Accelerate adoption, maturity and growth across Slack’s largest customers throughout the customer lifecycle, ensuring each customer realises business value.Work closely with our largest enterprise customers to understand their motivation, business drivers, strategic goals and desired outcomes for your portfolio.Understand how they work, their business challenges and mentor customers on how to use Slack to communicate, collaborate and work more productively.Prioritise your portfolio to deliver business outcomes, with emphasis on growth and retention.Lead cross-functional partnerships with named customers and Slack to identify new ways our platform can differentiate them in the market.Maintain high levels of customer engagement and satisfaction with a focus on loyalty.Craft joint customer success plans with defined scope, goals, timelines, stakeholders, success metrics, and plans to overcome barriers to advocacy, expansion and retention.Facilitate workshops on best practices including governance, operating model, adoption, use cases, Champions network and platform maturity.Facilitate Executive Business Reviews with economic decision makers and Slack executives, sharing value realised and course correcting as needed.Mentor and coach others on the Customer Success Team and contribute to the wider practice and assets library.What You Should Have

Passion for the future of work and positively impacting the working lives of people in large organizations.Strong leadership, prioritisation, and high emotional intelligence for a demanding role.Excellent teammate with a track record of excelling in fast-paced environments and taking initiative.8+ years of relevant experience in customer-facing customer success, account management or strategic consulting.SaaS experience; 2 years managing multiple $1M+ customers is preferred.Program management strength with experience using joint sponsorship to execute against deadlines in a sophisticated organisation.Ability to engage with a broad range of partners including C-Suite, executives, business owners, Slack administrators, developers, and day-to-day users.Ability to cultivate and own VP+ executive sponsor relationships.Proven track record of delivering customer-driven innovations.Diplomacy and poise under pressure when addressing customer issues.Experience in an enterprise solution sales environment and ability to partner with Account Executives in development and closure of sales opportunities is preferred.Strong understanding of Slack and integrations with Salesforce products.About Slack

Slack is a layer of the business technology stack that brings together people, data, and applications – a single place where people can effectively work together, find important information, and access hundreds of thousands of critical applications and services to do their best work. From global Fortune 100 companies to corner markets, businesses and teams of all kinds use Slack to bring the right people together with all the right information. For more information on how Slack makes teams better connected, visit slack.com.Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values. We are an equal opportunity employer and a cheerful and supportive place to work.Come do the best work of your life here at Slack.Posting and Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all and strive to create an inclusive workplace free from discrimination. Know your rights: workplace discrimination is illegal. Our recruiting, hiring, and promotion decisions are based on merit, competence and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or other protected classifications. This policy applies to current and prospective employees, and to all stages of employment.Posting statements reflect Salesforce’s commitments to fair employment practices.

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