Sr. Customer Success Manager, High Touch

Slack San Francisco , CA 94118

Posted 2 months ago

Senior Customer Success Manager

Slack is on a mission to make your working life simpler, more pleasant and more productive. Culture is the north star that guides how we work together and with our customers. Are you looking to build something greater than yourself? Do you want to work alongside some of the most talented and dynamic people in the industry? If so, Slack just might be the place for you.

Slack has a positive, diverse, and supportive culture-we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?

What we do

  • Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and continuously gain business value from our products and services. We serve as the trusted point of contact for Slack's strategic key customers across the customer lifecycle; on-boarding, adoption, advocacy and renewal.

  • Senior Customer Success Managers work closely with our largest enterprise customers to understand how they work, their business challenges, paint the art of the possible through Slack, and coach them on how to personalize Slack to communicate, collaborate and work more effectively.

  • We engage customers using a consultative approach which positions you and Slack as the preferred long-term strategic partner

  • We scale our customer's success by engaging the broader Slack organization at the right time (Executive Sponsors, Customer Success Leadership, Account Executives, Value Consultants, Customer Success Specialists, Customer Experience, Renewals, and Product Managers)

What you will be doing

  • You will evangelize our belief that the fastest way to achieve organizational agility is to change how people work -- and we believe that requires established enterprises to rapidly evolve culture, process and technology at scale.

  • Understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of large enterprise customers (typically 1-3)

  • You will lead a cross-functional partnership across your named customer(s) and Slack and identify new ways our platform can differentiate them in the market.

  • You will craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, communication, and eliminates barriers to customer advocacy and expansion.

  • Facilitate workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques.

  • Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, where we celebrate shared successes, and course correct where necessary.

  • Maintain high levels of engagement across a broad group of customer stakeholders, with an emphasis on customer appreciation and advocacy

  • Proven success will earn you the right to act as an Executive Sponsor for select mid-market customers

  • Serve as a mentor and coach to others on the Customer Success Team

  • Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)

  • Be a recognized role model of Slack's cultural values, including empathy, courtesy, playfulness, thriving, and solidarity

What you should have

  • You are passionate about the future of work, and positively impacting the working lives of people in large organizations

  • This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.

  • You are a team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty.

  • 10+ years relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred.

  • Experience implementing and supporting large scale technology solutions at Fortune 500 companies.

  • Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a complex organization.

  • You have a passion for building trust and communicating effectively with a broad range of stakeholders: C-Suite, senior executives, business owners, Slack administrators, developers, and day-to-day users of the software.

  • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.

Slack is a layer of the business technology stack that brings together people, data, and applications - a single place where people can effectively work together, find important information, and access hundreds of thousands of critical applications and services to do their best work. From global Fortune 100 companies to corner markets, businesses and teams of all kinds use Slack to bring the right people together with all the right information. Slack is headquartered in San Francisco, CA and has offices around the world. For more information on how Slack makes teams better connected, visit slack.com.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack's values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.

Come do the best work of your life here at Slack.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Customer Success Manager

Extole

Posted 1 week ago

VIEW JOBS 1/11/2021 12:00:00 AM 2021-04-11T00:00 Who We Are We have created the leading advocacy marketing platform and are passionate about empowering consumers to better engage with the brands they love. If you have referred a friend to Uber, Airbnb or Tesla, you know that marketing that is driven by people is powerful, personal, and inevitable. We have set the rules that our competition and the market follow. We want you to be part of the journey. Extole is a values-driven culture. We have built our company on intense collaboration and on a single central value: #oneteam. We share goals, and, more importantly, we are accountable to each other. Why Work With Us * You'll find a generous, friendly team passionate about our work. Life at Extole is pretty awesome; * You're covered. Health, vision, dental. No employee contributions; * Flexible vacation so you can relax, recharge, enjoy your life as much as your job; * You'll be challenged, will succeed, and will grow! The Position As a Sr. Customer Success Manager at Extole, you'll work with leading consumer brands in retail and financial services to create powerful, engaging, beautiful marketing programs using the Extole platform. You will use your dynamic personality, thorough product knowledge, acute organizational skills and a high degree of empathy to create client satisfaction with Extole's platform and services. Your will drive client outcomes with a deep understanding of our solutions not to mention your presentation abilities, curiosity, and business acumen. You're excited by responsibility - for the retention of your book of business, for driving the value our technology provides, for defining a new category of marketing! Responsibilities * Manage a portfolio of accounts from launch through contract renewal; * Apply your analytical, consulting, and technical skill to drive client results; * Proactively engage with clients to ensure they effectively use the Extole platform; * Navigate client organizations, nurture relationships with multiple stakeholders, and ensure executive buy-in; * Provide insight and guidance using industry best practices; * Understand clients' business goals and anticipate future needs. Goals * Client retention and renewal; * Achievement of client revenue, advocate, and customer acquisition targets; * Innovative application of Extole's technology. Requirements * Bachelor's Degree from a top university; * 5 years of Customer Success, Client Services, Technical Account Management, or Solutions Engineering experience in enterprise SaaS software - referral marketing a huge plus! * Working understanding of web technologies HTML/CSS, FTP, and REST APIs; * Experience building and managing marketing or advertising campaigns with enterprise brands; * Ability to analyze marketing performance with Excel and Tableau to deliver actionable insights; * Ability to combine business and technical requirements into a clear plan of action through collaboration with our clients, solution architects, support engineers, and product managers; * Track record of managing multiple projects simultaneously and driving them to completion with minimal guidance; * Strong interpersonal communication and presentation skills - establishing goals, managing expectations, relationship-building, and risk mitigation; * High degree of ownership, initiative, attention to detail, and curiosity. Extole San Francisco CA

Sr. Customer Success Manager, High Touch

Slack