Customer Success Manager

Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and are continually driving business value from Slack. You’ll work closely with customers to discover their business needs and challenges and then coach them on the best ways to use Slack to solve them.

 

Working closely with Slack’s Account Executives, you’ll provide input into their strategic customer plans, helping them to identify areas where existing customers could improve their use of Slack or uncovering new uses for Slack amongst their customer portfolio. From time to time you may also work with Account Executives to advise prospective customers on the best way to launch Slack in their company.

 

Part coach, project manager, consultant and product expert, our Slack Customer Success Managers are continually focused on helping our customers improve their team communication and be successful with Slack.

Slack has a positive, diverse, and supportive 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. If this sounds like a good fit for you, why not say hello?

What you will be doing
Empathise with every aspect of the customer experience, putting customers’ needs first.
Guide and coach customers and Account Executives with a dedicated customer success processes.
Travel and meet with customers onsite to discover and understand their needs and help them develop a Slack onboarding process.
Coach customers to be product experts and train their teams on Slack methodologies so they become increasingly self-sufficient.
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
Identify common customer challenges and actively suggest better solutions.
Partner with Slack’s Account Executives to help them be more effective.
Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
Craft customer onboarding assets, adapt existing customer onboarding assets and work with product marketing to refine existing and create new onboarding assets.
Help drive customer references and case studies.
What you should have
5+ years of experience in a customer-facing customer success, account management or strategic consulting organisation. SaaS experience a benefit.
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
Strong interpersonal skills and experience building strong internal and external relationships.
Consistent track record of highly-professional customer service in a fast-paced, dynamic environment.
Diplomacy, tact, and poise under pressure when working through customer issues.

Diversity & Inclusivity:

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce welcomes all.