Principal Success Manager

About Slack

Slack brings together people, data and applications to help teams work together effectively. From Fortune 100 companies to small teams, Slack is the single place where teams can find information and access critical applications.

What You Will Be Doing

• Empathize with every aspect of the customer experience, putting customers' needs first.
• Accelerate adoption, maturity and growth across Slack's largest customers while ensuring each customer realizes business value.
• Work closely with enterprise customers to understand motivation, business drivers, strategic goals and desired outcomes for the portfolio.
• Understand how customers work, identify challenges and mentor them on how to use Slack to communicate, collaborate and work more productively.
• Prioritize the portfolio to deliver business outcomes, focusing on growth and retention.
• Lead cross functional partnerships across named customers and Slack to identify new ways the platform can differentiate.
• Maintain high levels of customer engagement and satisfaction, focusing on customer loyalty.
• Craft joint customer success plans with agreed scope, goals, timelines, success metrics and paths to overcome barriers.
• Facilitate workshops on best practices-including sponsorship, governance, operating model, adoption, internal champions network, platform maturity and adoption techniques.
• Facilitate Executive Business Reviews with decision makers and Slack executive sponsors to share realized value, celebrate success and course correct.
• Contribute to the library of customer success assets such as customer references, case studies and thought leadership.

What You Should Have

• Passion for the future of work and positively impacting the working lives of people in large organizations.
• Strong leadership, commitment to priority management and high emotional intelligence.
• Excellent teammate with a proven record of excelling in fast paced environments and taking initiative.
• Relevant work experience in customer facing roles such as customer success, account management or strategic consulting; SaaS experience preferred.
• Program management skills and experience using joint sponsorship to execute against deadlines within sophisticated organizations.
• Passion for building trust and communicating with partners at all levels-including C Suite, senior executives, business owners, Slack administrators, developers and day to day users.
• Ability to cultivate and own VP+ executive sponsor relationships.
• Diplomacy, tact and poise under pressure when working through customer issues.
• Experience in an enterprise solution sales environment and ability to partner with Account Executives in developing and closing sales opportunities (preferred).

Benefits

Unleash Your Potential. When you join Slack, you'll have access to balance supporting benefits and resources that are designed to help you find balance and perform at your best.

Equal Opportunity Employer

Slack is an equal opportunity employer and maintains a policy of non discrimination with all employees and applicants. We are committed to building a workplace that's inclusive and free from discrimination. All hiring decisions are fair and based on merit. For more information about how we use your data and our privacy statement, please see our Candidate Privacy Statement.