Customer Success Manager, Slack
EMEA
Team and Business communication platform
Job no longer available
Team and Business communication platform
1001+ employees
Job no longer available
1001+ employees
Company mission
Slack is on a mission to make working life simpler, more pleasant and more productive – for everyone.
Role
Who you are
- 6+ years of customer success experience, preferably within a SaaS organisation
- 2+ years of management experience, preferably within a SaaS organisation
- Excellent communication skills both with customers and within an organisation
- Strong track record of identifying customer needs and successfully implementing long-term software solutions
- Strong track record of defining and executing against key performance indicators
- Ability to build trust and rapport with a customer success team
- Ability to challenge team members and be challenged to achieve team goals
- Proactive interest to increase customer satisfaction and deepen customer relationships
- Comfortable and willing to be a hands-on contributor, on-site with customers
- Experience with enterprise SaaS vendors preferred
What the job involves
- This role leads the strategy and execution for our High Touch Customer Success team to ensure the successful adoption, maturity, business value realisation, and growth of our Customers, across Slack’s customer base in the EMEA region
- This role focuses primarily on driving success within our largest Customers
- The focus of this role is to be a coach and strategic planner for a team of customer success managers (CSM’s)
- Another key part of this role is meeting and engaging with our customers and establishing relationships with key executives within our customer base
- You will also work with our strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of Slack, ensuring they realise business value
- At a team level, they will gather customer feedback and requests while working with internal teams to help align customer adoption with our product roadmap
- You will ensure that your team successfully drives forward Slack’s key performance metrics
- Manage the High Touch Customer Success team to ensure that each customer success manager can succeed
- Hire, train, coach, and develop a team of customer success managers
- Build a team that wins, has fun, and lives the Slack values
- Participate in developing a customer success strategy for the EMEA region
- Prioritise where we invest our resources and efforts with customers
- Drive the team towards key performance metrics
- Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy
- Manage the team to conduct periodic customer health-checks and review customer health scores with an emphasis on customers’ success with Slack
- Identify customer needs and collaborate with Accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals
- Partner with the Sales organisation to engage in pre-sales activities for high-value opportunities
- Contribute to the overall vision and strategy of the EMEA Customer Success organisation
- Provide operational oversight of the business to deliver on targets and KPIs
Salary benchmarks
Our take
Slack started life as a messaging app in a game created by Butterfield and others. When the game didn’t take off Butterfield spotted potential in the messaging app.
Reborn as Slack, the company was clearly onto something, as they became one of the fastest growing software business in the world. 8,000 people signed up to their waiting list on the first day, and within 2 weeks this number grew to 15,000.
Slack now have 12 million active users and over 100,000 paying customers, making then one of the best growth stories of the last decade. They're now moving from messaging into more general productivity software, taking aim at Microsoft Office.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Aug 2018
$427m
GROWTH EQUITY VC
Sep 2017
$250m
SERIES G
Total funding: $1.5bn
Company benefits
- £500 towards personal development
- £2000 towards a professional development
- £150 monthly fitness and wellness allowance
- Weekly catered lunches and breakfasts
- Generous parental leave
- Work from home opportunities
- Health insurance
Company HQ
The East Cut, San Francisco, CA
Leadership
Stewart Butterfield
(CEO)Previously co-founded Flickr, which was sold to Yahoo. Worked for Yahoo as Senior Director of Product Management after the acquisition
Cal Henderson
(CTO)Previously Director of Engineering at Yahoo
Serguei Mourachov
(Principal Engineer)Previously Principal Software Engineer at Flickr
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