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Senior Principal Success Manager

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Greg''s List - DC

What You Will Be Doing

Empathize with every aspect of the customer experience, putting customers needs first.

Throughout the customer lifecycle, accelerate adoption, maturity and growth across Slack''s largest customers while ensuring each customer realises business value.

Work closely with our largest enterprise customers to understand motivation, business drivers, strategic goals and desired business outcomes for your portfolio.

Mentor customers on how to use Slack to communicate, collaborate and work more productively.

Prioritise your 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 them 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, success metrics and build plans to overcome barriers to advocacy, expansion and retention.

Facilitate workshops on best practices (sponsorship, governance, operating model, adoption, use cases, Champions network, platform maturity).

Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, sharing realised value and course correcting as needed.

Mentor and coach others on the Customer Success team.

Contribute to the broader Customer Success practice and our library of assets (case studies, references) and thought leadership.

What You Should Have

You are passionate about the future of work and positively impacting the working lives of people in large organizations.

This is a demanding role requiring strong leadership, priority management and high emotional intelligence.

Excellent teammate with a track record of excelling in fast-paced environments and taking initiative.

8+ years of relevant work experience in customer-facing customer success, account management or strategic consulting roles.

SaaS experience preferred; 2 years managing multiple $1M+ customers.

Program management strength with experience using joint sponsorship to execute against deadlines in a sophisticated organisation.

Ability to build trust and communicate with a broad range of partners: C-Suite, senior executives, business owners, Slack administrators, developers, and end users.

Experience cultivating and owning VP+ executive sponsor relationships.

Proven track record delivering innovations in partnership with customers.

Diplomacy 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 is preferred.

Strong understanding of the Slack platform and its integrations with Salesforce products.

About Slack

Slack is a layer of the business technology stack that brings together people, data, and applications in a single place to help teams work effectively. Slack is an equal opportunity employer and we are committed to creating an inclusive recruitment process.

Posting Statement: Salesforce is an equal opportunity employer and assesses applicants on merit, qualifications and abilities without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other protected characteristics.

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