Principal Customer Success Manager, Salesforce
Slack
$150.1-247.9k
Salary partially dependent on location
3+ days a week in office
World's leading CRM provider
Be an early applicant
World's leading CRM provider
1001+ employees
Be an early applicant
$150.1-247.9k
Salary partially dependent on location
3+ days a week in office
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields
- Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level
- Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment
- Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment
- 5-6 years experience supporting customers using Slack
- Strong understanding of how Slack solves business problems
- Working knowledge of advanced capabilities: Enterprise Grid, Slack Connect, Automation, Security & Compliance, Slack AI, Slack + Salesforce integration capabilities
- Multiple Slack certifications (Admin + Consultant and/or Developer)
- Lead strategic conversations about workplace transformation and Slack optimization
- Drive change management for Slack adoption
- Guide customers on measuring Slack ROI and collaboration improvements
- Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, where we share back value realized, celebrate shared successes, and course correct where vital
What the job involves
- The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers
- This role acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment
- Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals
- The Senior Manager is required to integrate multiple products or processes to create effective customer solutions
- This is an Individual Contributor position
- ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer
- Complex Program Management: Effectively own the Signature experience across complex, multi-org customers. This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans
- Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed
- Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams
- Business Value Integration: Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer
- Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building
- ROI Segmentation (Human vs. AI): Determining which customer segments or tasks require high-touch human coverage vs. “always-on” AI support
- Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport
- Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process
- Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. This includes adapting established solutions to solve complex customer problems
- Customer Advocacy: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success
- Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest. Leverage industry insight to position customers for future success
- Mentorship & Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce
- Risk Management: Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk
- AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles
- Root Cause Synthesis: Can use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios
- Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company HQ
SoMa, San Francisco, CA
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
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