Customer Success Manager - Slack, Salesforce

at  Salesforce

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

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Throughout the customer lifecycle, you will be responsible for accelerating adoption, maturity and growth across Slack’s largest customers whilst ensuring each customer realises business value.
• You will work closely with our enterprise customers to understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers.
• You will understand how they work, their business challenges and mentor customers on how to use Slack to communicate, collaborate and work more productively.
• Optimally prioritise your portfolio to deliver business outcomes, with an emphasis on both driving growth as well as securing retention.
• You will lead a cross-functional partnership across your named customer(s) and Slack and identify new ways our platform can differentiate them in the market.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• You will craft joint customer success plans that include agreed upon scope, goals, timelines, customers, success metrics and build plans to overcome barriers to customer advocacy, expansion and/or retention.
• Facilitate workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques.
• Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, where we share back value realised, celebrate shared successes, and course correct where vital.
• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers