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Sr. Digital Success Programs Manager

San Francisco, CA

Job Details

Who We Are:
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 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. Salesforce acquired Slack in 2021.

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Role Description:

At Slack, our customer's success is our success. Slack's Global Customer Success team works directly with our customers to help them get the most value from their investment. Our Digital Customer Success team is accountable for building digital-first success experiences and journeys for all of Slack paying customers, and contributes to driving Slack awareness amongst Salesforce's customer base and ecosystem. These experiences, which reach across a diverse set of digital properties, improve time to value for customer on-boarding, product adoption and overall Customer experience -- all while scaling our reach.

As a key member of our growing Digital Success team, you will have a phenomenal opportunity to build next generation digital programs that improve customer time to value, improve the customer experience, and improve employee productivity. You will utilize bots, in-app messaging, emails, webinars, online content, and more to guide our paid customers through critical moments in their customer journey and ensure they successfully adopt and get the most value from Slack.

The ideal candidate is a builder that enjoys solving problems with an innovative approach, develops strong cross-functional working relationships, and is capable of defining and owning the creation and implementation of digital programs.

Your Impact:
  • Build targeted digital campaigns, processes, and tools to effectively launch, adopt, and expand Slack usage across various customer segments, industries and personas
  • Contribute to a roadmap of customer touchpoints and experiences that proactively guide customers through the Slack customer journey and make it easier for Slack's Success Managers to serve their customers
  • Collaborate with R&D, Marketing, and Release Readiness to develop digital programs that drive viral adoption of our new product innovations
  • Build innovative processes and tools to support effective delivery, scalability, and measurement of our digital programs.
  • Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns
  • Optimize digital experiences to drive retention, and accelerate adoption and customer value
  • Partner with data teams for controlled experimentation, advanced analysis
Minimum Requirements:
  • 4+ years of experience in enterprise SaaS in a marketing or customer success role is a must
  • Experience developing B2B or B2C digital adoption, retention, or growth marketing programs or scaled customer outreach
  • Experience building and leading digital, 1:many and 1:few programs
  • Hands-on experience leading initiatives from start to finish to deliver measurable business results and execute against key performance indicators
  • Experience shaping and creating thought leadership, including go-to-market materials, points of view, white papers, blog posts, etc.
  • Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance; SQL experience is a plus
  • Understanding of SaaS-based business models
  • Slack user or has previous experience using Slack in a work environment
  • Salesforce technology experience - Sales Cloud, Marketing Cloud is a plus
  • Experience working with marketing operations teams or marketing automation tools is a plus
Our Investment In You:
  • World-class enablement and on-demand training - check out for a sneak peek!
  • Exposure to executive thought leaders with a passion for living our values
  • Clear path to promotion with accelerated leadership development programs
  • Weekly 1:1 coaching with your leadership
  • Fast Ramp mentorship program
  • Week-long product bootcamp
  • Sandler Sales Training
Volunteer Opportunities:

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies, according to Forbes , we are #1 in PEOPLE 's Top 15 Companies that Care, and are on Fortune's Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:
  • Health benefits
  • Financial benefits and perks
  • Time off and leave policies
  • Parental benefits
  • Perks and discounts
Visit for the full breakdown.


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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce, Inc . and are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc . and do not accept unsolicited headhunter and agency resumes. Salesforce, Inc . and will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc . or .

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $111800 to $153700.

For California-based roles, the base salary hiring range for this position is $111800 to $153700.

For Washington-based roles, the base salary hiring range for this position is $102500 to $140900.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link:

Client-provided location(s): San Francisco, CA, USA
Job ID: Slack-JR176569
Employment Type: Other