Customer Success Manager

Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and are continually driving business value from Slack.

Our CSM’s work closely with customers to discover their business needs and challenges and then coach them on the best ways to use Slack to solve them.

Working closely with Slack’s Account Managers, our CSM’s provide input into their strategic customer plans, helping them to identify areas where existing customers could improve their use of Slack or uncovering new uses for Slack amongst their customer portfolio. From time to time our CSM’s may also work with Account Managers to advise prospective customers on the best way to launch Slack in their company.  

Part coach, project manager, consultant and product expert, our Slack Customer Success Managers are continually focused on helping our customers improve their team communication and be successful with Slack.

Responsibilities:

  • Empathize with every aspect of the customer experience, putting customers’ needs first.
  • Guide and coach customers and Account Managers with a proactive customer success processes.
  • Travel and meet with customers onsite to discover and understand their needs and help them develop a Slack onboarding process.
  • Coach customers to be product experts and train their teams on Slack best practices so they become increasingly self sufficient.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Identify common customer challenges and proactively suggest better solutions.
  • Partner with Slack’s Account Managers to help them be more effective.
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
  • Create customer onboarding assets, adapt existing customer onboarding assets and work with product marketing to refine existing and create new onboarding assets.
  • Help drive customer references and case studies.

Requirements:

  • 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Strong interpersonal skills and experience building strong internal and external relationships.
  • Proven track record of highly-professional customer service in a fast paced, dynamic environment.
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • Bachelor’s Degree.

 


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