Customer Success Manager, Director

We are seeking a Customer Success Manager, Director to partner directly with the Global VP of Slack Success and Support and the leadership team. They will drive alignment across cross-functional teams, lead executive prep for critical engagements, own internal communications and planning, and ensure reliable execution across highest strategic priorities.

Key Responsibilities:

• Track priorities, commitments, decisions, and risks. Flag conflicts, prep gaps, and open decisions early.
• Come with a recommendation. Use AI and agents to synthesize inputs and draft fast.
• Turn programs, initiatives, and priorities into coordinated engagements, prep milestones, decisions, and follow-ups.
• Work with the leadership team, account teams, product leaders, and exec admins to prepare for customer meetings, briefings, and strategic engagements.
• Write concise briefs: relationship history, priorities, objectives, key messages, and needed decisions.
• Make sure the right people attend, prep is on time, and customer commitments have clear next steps and owners.
• Keep continuity across engagements so the Global VP has the context to build strong customer relationships.
• Align the two teams on shared customers, priorities, and escalations, and surface where they need to work better together.
• Drive Slack culture- Celebrate Success and share learnings.
• Coordinate internal and external messaging, timing, and approvals.
• Own content for Open Doors, exec meetings, talk tracks, and comms.
• Run the rhythm of the business: leadership meetings, All Hands (ATC), planning sessions, and the team V2MOM.
• Drive comms for global initiatives (customer health, attrition, operational excellence).
• Prepare content for high-stakes business reviews, working with Business Partners so CS metrics are accurate.
• Coordinate with customer marketing - whitepapers, blogs and customer videos.

Requirements:

• 7+ years in business operations, CS/Support strategy, or program management in SaaS
• Credibility and influence with VPs and above, plus data-driven input to decisions
• Excellent writing, and the ability to turn complexity into concise briefs and executive-ready Google Slides
• Sound judgment, discretion, and comfort with ambiguity
• A proactive, solution-oriented approach in a fast-paced environment

Nice to Have:

• Customer Success or Support background
• Knowledge of Salesforce products
• Ability to translate technical knowledge
• Fluency in Google Workspace, Slack, and AI tools