Determine when and how to engage clients based on calculated ROI
Effectively own the Signature experience across complex, multi-org customers
Act as the central resource for the team and the customer, connecting all the dots
Craft a clear engagement charter with specified goals and metrics
Align the Account Success team and internal stakeholders around the customer’s business and technical goals
Design multi-step digital workflows where agents handle repetitive data-intensive work
Cultivate and maintain relationships with customer IT and business executive leadership
Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results
Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations
Effectively amplify the voice of the customer with internal teams

5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields
Exceptional communication and presentation skills
Ability to handle objections, navigate complicated discussions, and drive alignment
Cloud/Platform Requirements: 5-6 years experience supporting customers using Slack
Strong understanding of how Slack solves business problems
Working knowledge of advanced capabilities: Enterprise Grid, Slack Connect, Automation, Security & Compliance, Slack AI, Slack + Salesforce integration capabilities
Multiple Slack certifications (Admin + Consultant and/or Developer)

Principal Customer Success Manager – Slack

Key skills