Senior Success Manager - Slack (Portfolio Excellence Team)

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Job Category

Customer Success

Job Details

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

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. Our Success Managers on the Portfolio Excellence team serve some of our most advanced enterprise customers at Slack. Serving as a general manager of your book of business for this critical part of our company, you’ll develop the strategy and tactics to deliver best in class outcomes for your portfolio (25-30 customers).

Our Portfolio Excellence Success Managers play a critical role in driving growth for Slack’s Business across 3 key areas:

1. Maintaining and improving best-in-class revenue retention
2. Scaling the coverage model through technology, experimentation, and innovative Customer Success practices
3. Developing, identifying, and sharing out customer best practices and stories to create second order revenue

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

Your Impact

• Drive Executive relationships with the customer and foster executive sponsorship/aligned with Slack Executive leadership
• Empathize with every aspect of the customer experience, putting customers’ needs first
• Guide and coach customers with proactive customer success processes
• Coach customers to be product specialists and train their teams on Slack standard 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 to suggest better solutions.
• Identify high-value opportunities and deploy targeted engagements to deliver customer value
• Collaborate cross-functionally within Customer Success, Sales and Product to ensure customer success with special emphasis on adoption, value, and renewals
• Help drive customer references and case studies

Minimum Requirements

• 6+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience is a benefit.
• Track record of creating innovative programs to drive value across a large swath of customers.
• Ability to use data to make decisions and draw insights.
• Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills and experience building strong relationships.
• Proven track record of highly-professional customer service in a fast paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.

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Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $102,500 to $153,700.

For Colorado-based roles, the base salary hiring range for this position is $93,100 to $128,100.

For Washington-based roles, the base salary hiring range for this position is $93,100 to $140,900.

For California-based roles, the base salary hiring range for this position is $102,500 to $153,700.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits.