Senior Principal Customer Success Manager - Slack

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Position Description
As the Senior Principal Customer Success Manager for Customer Zero you will serve as a trusted advisor and transformation leader, working across multiple stakeholders to drive adoption, value realization, and strategic alignment for our most important and complex enterprise customer, Salesforce. This role requires a self-starting leader who can thrive in ambiguity, build strong relationships at all levels, and drive meaningful transformation through a combination of strategic thinking and hands-on execution.
The role reports to the VP, Slack Customer Success.
 

Responsibilities:

Executive Leadership & Influence

• Manage Slack and Salesforce executive relationships to establish buy-in for continuous Slack transformation
• Drive executive-level relationships and strategic alignment through structured governance models and steering committees as well as cross-functional initiatives
• Lead critical cross-functional partnerships across Product, Engineering, Sales and Information Technology teams
• Navigate complex organizational dynamics to build consensus and drive change through influence
• Present to and engage with C-level stakeholders to shape strategy and drive business outcomes
   

Strategic Program Management

• Lead enterprise-wide transformation initiatives focused on adoption, value realization and business impact
• Develop and execute comprehensive success plans aligned to customer business objectives
• Proactively identify and mitigate risks across complex program workstreams
• Drive measurable outcomes, including key tier 1 feature adoption, through structured governance and regular business reviews
   

Cross-Functional Leadership

• Build and maintain strong partnerships across Product, Engineering, Sales and Customer Success
• Coordinate complex technical and business initiatives requiring multiple team alignments
• Navigate matrix organizations to remove barriers and drive results through influence
• Deliver a unified account success experience with the entire cross-cloud Customer zero success management team
   

Slack Product Release Management

• Influence the Slack product roadmap and improve product readiness by successfully launching features internally at Salesforce ahead of GA and driving a robust product feedback loop for Customer Zero
• Develop ambitious change management programs that deliver daily value for our Sellers and increase Slack's bottom line
• Achieve high product maturity, improving employee productivity and driving overall business impact via Slack platform transformation
• Maintain a deep understanding of the product vision and roadmap and internal Salesforce transformation, serve as a versatile representative of the Slack product and leadership team in internal meetings
• Influence Slack ELT priority alignment and Customer zero program direction as part of the Slack GTM COE pillar
• Document value stories and partner with marketing to publish for external customer use
• Drive the Slack administration and governance model for Salesforce as Customer Zero

Required Skills & Experience:

• 8+ years of relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred.
• Ability to cultivate and own VP+ executive sponsor relationships
• Exceptional executive presence and communication skills
• Ability to manage ambiguity, set clear visions, and execute with minimal supervision.
• Track record of building strong cross-functional relationships and driving results through influence
• Deep understanding of enterprise software, cloud technologies, and digital transformation
• Proven ability to navigate complex organizational dynamics and build consensus

Key Success Metrics

• Customer satisfaction and retentio