Customer Success Manager

Role Overview

• The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan 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 is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
• Our Customer Success team 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.

Requirements

• 3+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
• Possess industry-relevant expertise and begin honing skills in a relevant functional area
• Should understand the broad impact of the industry on the customer’s business
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• 3-4 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 capabilities: Channels & Collaboration, Canvas, Lists, Integrations, Workflow Builder, Workspace Administration

Benefits

• time off programs
• medical, dental, vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program