Customer Success Manager

We are looking for a Customer Success Manager to ensure high-value customers achieve a significant return on their investment with our platform.

Responsibilities

• Conduct maturity assessments and build Slack adoption roadmaps.
• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Drive adoption of Slack features with reps, agents, managers, supervisors, and ops teams.
• Track usage metrics and accelerate adoption, maturity, and growth across Slack's largest customers while ensuring each customer realizes maximum business value.
• Assess business requirements and advise on best practices for governance, channel structure, and workspace organization.
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers' business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
• Conduct quarterly reviews of feature usage to drive adoption of tools, ensuring platform stability and performance.
• Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput.

Requirements

• Experienced business professional, preferably with 5+ 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.
• 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.

Nice to Have

• 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.
• Expert knowledge of core capabilities: Channels & Collaboration, Canvas, Lists, Integrations, Workflow Builder, Workspace Administration.
• Additional Salesforce product certifications are a plus.