Senior Manager, Customer Success Management - Slack

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 organisations 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 realise 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 realisation, 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 trusted senior customer relationships. You will actively engage in account strategy and will be an active part of executing the strategy for select accounts, align the Slack ecosystem to your specific industries, ensuring we speak our customer’s language, be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work. Preferred Qualifications and Skills 5+ years of experience overseeing customer success or professional services teams and organisations, preferably with strong exposure to SaaS, a track record for building and growing a world‑class organisation through talent acquisition, onboarding and retention, characterised by high productivity and excellent morale. Experience with enterprise‑scale organisations and demonstrated leadership to make rapid decisions and solve problems in this environment. Demonstrated experience leading and working in a dynamic, high‑growth environment, and strong commitment to growing and developing team members. Track record of delivering against targets and KPIs, and proven success in establishing a clear vision and driving change within a customer‑facing organisation. Customer‑centric mindset that informs strategies, tactics and execution. Excellent executive‑level communication and negotiation skills both with customers and internally. Experience building executive relationships and driving/influencing change with both fast‑paced technology start‑up and large, complex multi‑national organisations. Diplomacy, tact and poise under pressure when working through customer issues. Must be open to some level of travel with close alignment with Sales and Customers. Compensation The typical base salary range for this position is $157,800 – $236,600 annually. In select cities within the San Francisco and New York City metropolitan areas, the base salary range for this role is $172,000 – $258,200 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. 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 we believe we can lead the path to equality in part by creating a workplace that’s inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, colour, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination and everything in between. Recruiting, hiring and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training and education. #J-18808-Ljbffr Centaur Labs