Senior Manager, Customer Success Management

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

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 dedicated and dynamic people in the industry? If so, Slack just might be the place for you.
 

The Role
The Senior Manager, Customer Success Management - Telco & Media will be responsible for leading a growing team of customer success professionals to serve some of our most mature and advanced Telco & Media customers at Slack. Serving as a general manager for this critical part of the business, you’ll develop the strategy and tactics to best leverage your team and shared Customer Success capabilities to deliver outstanding outcomes for your business. This team is critical in driving growth for Slack’s business across 3 key areas:

• Maintaining and improving outstanding revenue retention

• Leading the Success strategy for customer health, value and growth 

• Developing, identifying, and sharing out standard methodologies for customer satisfaction and stories to build second order revenue

As a member of our Global Customer Success leadership team, you will advocate for your customers by driving alignment across Sales, Customer Success, Services, Renewals, Product Management, Marketing and Business Operations.

You will lead and develop an elite team that lives Slack’s values. You will sponsor customers throughout their journey, establishing long-term executive relationships that help ensure they realize the full value of Slack. You and your management team will identify and drive key initiatives, processes, tools and programs to build our high growth business, both regionally and globally.

You will ensure that your team delivers best in class business outcomes that include revenue retention, executive sponsorship, customer value, and ACV growth.

Responsibilities:

• Lead a team of 8+ CSMs as a frontline manager, fostering growth and excellence

• Establish a team that wins, has fun, and lives the Slack values

• Coach and guide the team to execute success strategies across our customer base with a focus on customer health, value and renewals

• Supervise and identify adoption, maturity, and growth trends for the team and customers to advise customer and business strategy

• Lead the team to conduct periodic customer health-checks and review customer health scores with an emphasis on customers success with Slack

• Partner cross functionally within Customer Success and Sales to ensure our customers are realizing the value from their investments 

• Contribute to the overall vision and strategy of the AMER CSM organization

• Stay informed on Telco & Media market trends, risks, and opportunities specific to customers and industries, communicating insights to leaders and the team.

• Monitor and drive the team towards key performance metrics. Provide operational oversight of the business to consistently deliver on targets and goals

• Partner with recruiting teams to orchestrate impactful talent acquisition events.

• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.

Minimum Requirements:

• 8+ years of customer success experience, preferably within a SaaS organization

• 4+ years demonstrated ability managing a team, preferably within SaaS

• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.

• Excellent communication skills both with customers and within an organization

• Strong track record of defining and driving 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 happiness and deepen customer relationships

• Comfortable and willing to be a hands-on contributor, on-site with customers

• Experience with enterprise SaaS vendors preferred

NOTE: This is an office-flexible role. The expectation is to be in-office 3 days a week when local to an office

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