Principal Success Manager_CSG-1

Responsibilities

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Accelerate adoption, maturity and growth across Slack’s largest customers throughout the customer lifecycle.
• Collaborate with enterprise customers to understand their business drivers, strategic goals and desired outcomes for your portfolio.
• Mentor customers on how to use Slack to communicate, collaborate and work more productively.
• Prioritize your portfolio to deliver business outcomes, focusing on growth and retention.
• Lead cross‑functional partnerships within the customer to identify new ways the platform can differentiate them in the market.
• Maintain high levels of customer engagement and satisfaction, driving customer loyalty.
• Craft joint customer success plans with agreed scope, goals, timelines, success metrics, and overcome barriers to advocacy, expansion and retention.
• Facilitate workshops on best‑practice adoption, governance, operating models, internal champions, and platform maturity.
• Lead Executive Business Reviews with economic decision‑makers and Slack executive sponsors, sharing value realized and driving course corrections.
• Contribute to a library of customer success assets such as customer references, case studies, white papers, and other thought‑leadership content.

Qualifications

• Passion for the future of work and positive impact on large organizations.
• Strong leadership, priority management, and high emotional intelligence.
• Excellent teammate with a consistent record of excelling in fast‑paced environments and taking initiative.
• Relevant experience in customer‑facing customer success, account management, or strategic consulting roles; Saa S experience preferred.
• Program management experience and ability to execute deadlines within a sophisticated organization.
• Ability to build trust and communicate with C‑Suite, senior executives, business owners, Slack administrators, developers, and day‑to‑day users.
• Proficiency in cultivating VP+ executive sponsor relationships and handling customer issues with diplomacy, tact and poise under pressure.
• Experience in an enterprise solution sales environment and ability to partner with Account Executives on sales opportunity development and closure (preferred).
• Equal‑Opportunity Employer

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment.

All hiring decisions are based on merit and qualifications irrespective of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, marital status, or political viewpoint.

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