Salesforce

Customer Success Manager - Director - Slack

Salesforce • $205K — $298K *
Seattle, WA 98115In-Person
Business Services
8 - 10 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 9+ years in Customer Success or SaaS industries, demonstrating expert-level knowledge
  • Strong consulting skills with a proven track record of influencing executive-level discussions
  • Excellent communication skills for translating technical concepts to business terms
  • Experience managing complex customer relationships at C-level
  • Proficiency with Slack, including Slack best practices and modern workplace collaboration
  • Slack Certified Admin Certification required, additional Salesforce certifications preferred
  • Exceptional interpersonal skills for executive-level engagement and relationship building

Responsibilities

  • Drive customer success strategies for high-impact accounts using Slack
  • Serve as the single point of accountability for customer deliverables
  • Coordinate and oversee the Signature lifecycle deliverables and customer experience
  • Facilitate enablement sessions and promote best practices to customers
  • Foster relationships with key stakeholders and assess business requirements
  • Monitor and track customer engagement metrics to ensure platform adoption
  • Manage technical health and risk for customer accounts, addressing issues proactively

Benefits

  • Office-flexible work arrangement, requiring in-office presence at least three days a week
Full Job Description
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Customer Success

Job Details

Role Description
The Customer Success Manager (CSM) Director is a strategic value partner for Slack's most complex and high-impact customers who purchase the Signature Success Plan. In this high-visibility role, you will drive a holistic success strategy that aligns Slack's platform capabilities with the customer's long-term business objectives and ensure they achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM Director is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

The CSM Director 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. Part coach, project manager, consultant, and product specialist, our Slack CSMs work closely with customers to discover their business needs and challenges and then mentor them on the best ways to use Slack to tackle them.

We are looking for candidates who have experience supporting customers in one or more of the following industries:

Technology Media Telecommunication (TMT) and/or Consumer Business Services (CBS) customers.
  • Technology Media Telecommunication (TMT) - Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).
  • Consumer Business Services (CBS) - Supports companies in professional services, hospitality, travel, transportation, and business services sectors, helping them optimize customer engagement and operational efficiency across complex service delivery models.


Your Impact

Customer Accountability and Value Alignment
  • Executive management & ROI driven engagement: serve as the single point of customer accountability responsible for the delivery of all Slack Signature deliverables, the overall customer experience, and renewal and expansion.
  • Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
  • Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
  • Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
  • Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
  • Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
  • Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
  • Share best practices for sales and service process optimization, data quality, and customer experience.
  • Conduct maturity assessments and build Slack adoption roadmaps.


Strategic Advisory and Stakeholder Management
  • Drive adoption of Slack features with reps, agents, managers, supervisors, and ops teams.
  • Track usage metrics (active users, messages, channel engagement, app usage) and accelerate adoption, maturity, and growth across Slack's largest customers while ensuring each customer realizes maximum business value.
  • Assess business requirements and advise on best practices for governance, channel structure, and workspace organization.
  • Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
  • Act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problems.
  • Solidify partnership commitments and drive innovation aligned with customers' business challenges.
  • Increase customer engagement with products and services and identify major political barriers to customer success.
  • Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
  • Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.


Technical Health, Adoption, and Risk Management
  • AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
  • Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
  • AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
  • Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
  • Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps.
  • Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
  • Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.
  • Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
  • Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.
  • Escalate complex automation, data model, routing, or integration questions to technical resources.


Minimum Requirements
  • Experienced business professional, preferably with 9+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields, with expert industry-relevant expertise.
  • Strong consulting skills and proven results working as a trusted advisor to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
  • Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
  • Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level
  • Ability to facilitate difficult discussions and be adept at handling objections


Cloud/Platform Requirements - INCLUDED with the above::
  • 6-8 years of direct experience working on Slack; familiarity with Slack best practices and an understanding of how Slack enables modern workplace collaboration.
  • Slack Certified Admin Certification
    Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
  • Expert knowledge of core Slack capabilities: Channels & Collaboration, Canvas, Lists, Integrations, Workflow Builder, Workspace Administration.


***Note:***

This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

Explore Job Opportunities

Ready to take the next step in your career? Explore the wide range of employment opportunities at Salesforce. From technical roles to customer engagement positions, we are continuously hiring talented individuals who are passionate about making a difference.

Stay Connected

Keep up to date with the latest at Salesforce by following our careers blog. Gain insights from the people who work here and learn how you can bring your career to the next level with Salesforce.

Apply Now

Are you ready to join a company that's leading the way in CRM technology? Search open positions that match your skills and interests on our careers page. Tailor your resume, prepare for your interview, and take the first step towards a rewarding career at Salesforce.

SEARCH SALESFORCE JOBS

Join Salesforce today and be part of a company that's shaping the future of technology, fostering a culture of innovation, and building a more equitable world.
Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Enterprise Technology
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ
CRM
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Salesforce

More Business Services Jobs

Find similar Customer Success Manager - Director - Slack jobs:

NationwideSeattle, WA