Senior Principal Success Manager

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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.

Your Impact

• Empathize with every aspect of the customer experience, putting customers’ needs first.

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

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

• Understand how they work, their business challenges, and mentor customers on how to use Slack to communicate, collaborate and work more productively.

• Optimally prioritize your portfolio to deliver business outcomes, with an emphasis on both driving growth as well as securing retention.

• You will lead a cross-functional partnership across your named customer(s) and Slack and identify new ways our platform can differentiate them in the market.

• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.

• 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.

• 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 realized, 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)

Minimum Requirements

• This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.

• Demonstrated experience building trust and communicating with a broad range of stakeholders: C-Suite, senior executives, business owners, Slack administrators, developers, and day-to-day users of the software.

• Ability to cultivate and own VP+ executive sponsor relationships.

• A desire to continuously innovate and improve internal CS processes.

• You are an excellent teammate who has a consistent record of excelling in fast-paced environments and taking initiative.

• Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a sophisticated organizati