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Senior Manager, Customer Success Management - Slack
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, inventive, 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; 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 organizations 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 realize 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 realization, 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 organizations, preferably with strong exposure to SaaS A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale.
Experience with enterprise scale organizations and demonstrated leadership to make rapid decisions and problem solving 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 organization. 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 startup and large, complex multi-national organizations. 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.
