Principal Success Manager_CSG-1

Job Category: Customer Success

About Salesforce

Salesforce is the AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. Innovation is a core value. We are 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.

Slack (Salesforce Company) is on a mission to simplify, enrich, and increase productivity in working life. Our culture emphasizes curiosity, innovation, and collaboration. We aim to hire people who are ambitious and team-oriented.

• Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and gain business value from our products and services.
• We act as the trusted point of contact for Slack's strategic key customers across the lifecycle, combining coaching, project management, consulting and product expertise to help customers address their business needs.

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 realises business value.
• Understand motivation, business drivers, strategic goals and desired outcomes for your portfolio of customers.
• Mentor customers on how to use Slack to communicate, collaborate, and work more productively.
• Prioritize your portfolio to deliver business outcomes, focusing on growth and retention.
• Lead cross-functional partnerships with named customers and Slack to differentiate their platform in the market.
• Maintain high levels of customer engagement and satisfaction with a focus on loyalty.
• Craft joint customer success plans with scope, goals, timelines, and success metrics; build plans to overcome barriers to advocacy, expansion and retention.
• Facilitate workshops on best practices including sponsorship, governance, operating model, adoption, Champions network and platform maturity.
• Lead Executive Business Reviews with economic decision makers and Slack sponsors, sharing value realized and celebrating successes.
• Contribute to the library of customer success assets and thought leadership materials.

What you should have

• Passion for the future of work and positively impacting the working lives of people in large organizations.
• Strong leadership, priority management and high emotional intelligence.
• Proven teamwork in fast-paced environments, with initiative and accountability.
• Relevant experience in customer-facing customer success, account management or strategic consulting (SaaS experience preferred).
• Program Management strength with experience using joint sponsorship to meet deadlines in a sophisticated organization.
• Ability to communicate with a broad range of partners, including C-Suite, senior executives, Slack administrators, developers, and end users.
• Experience cultivating and owning VP+ executive sponsor relationships.
• Diplomacy, tact and poise under pressure when addressing customer issues.
• Experience in an enterprise solution sales environment and ability to partner with Account Executives on sales opportunities (preferred).

About Slack

Slack is a layer of the business technology stack that helps people work better together. It connects people, data and applications to find information and access thousands of critical services. For more information, visit

Slack values diversity and inclusion and is committed to an equal opportunity workplace. We welcome people of different backgrounds and perspectives.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits support balance and growth, and our AI agents accelerate impact. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to shape the future - for yourself, for AI, and for the world.

Accommodations

If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form.

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Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination. See Know your rights: workplace discrimination is illegal.