Slack Customer Success Manager, Senior Manager (Public Sector)

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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, innovative, 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. 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.

This role will directly support Public Sector customers using Slack.

Your Impact

• You will work closely with our largest Public Sector enterprise customers to understand how they work, their challenges, paint the art of the possible through Slack and coach them on how to better leverage Slack to meet their missions.

• You will craft joint customer success plans that include agreed upon scope, goals, timelines, customers, success metrics and build plans to overcome barriers to customer advocacy, expansion and/or retention.

• Understand the motivation, drivers, strategic goals and desired outcomes for your portfolio of customers.

• You will work closely with our enterprise customers to understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers.

• You will work in close partnership with Slack’s cross-functional team to include the Product Manager, Marketing, Sales, Solution Engineering, Services, and Renewals. They will look to you as the voice for Slack customers, someone who can communicate how customers are using Slack.

• Facilitate workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques.

• Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, where we share back value realised, celebrate shared successes, and course correct where vital.

• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)

• Throughout the customer lifecycle, you will be responsible for accelerating adoption, maturity and growth across Slack’s largest customers whilst ensuring each customer realises business value.

• You will be part of the Customer Success Growth Team - Public Sector AMER team.

Minimum Requirements

• You will stay informed of industry trends, compliance requirements, and direction from the government as communicated by Executive Orders, strategic plans, budget prioritization, etc.

• Passionate about what providing access to a secure, modern, cloud-based, user-loved technology will unlock for the millions of public servants and their partners who are working on impactful missions.

• SaaS customer success, consulting experience, account management or sales organization experience