Customer Success Manager - Slack

About the role

Salesforce is hiring a Customer Success Manager for its Slack team. The CSM acts as a trusted advisor and extension of the customer's workforce, helping high-value customers on the Signature Success Plan get a strong return on their investment. The role covers the full customer lifecycle, from successful launch to ongoing adoption and business value.

Key responsibilities

• Conduct maturity assessments, build adoption roadmaps and act as the single accountable owner of the Signature deliverables, customer experience, renewal and expansion.
• Manage business and technical stakeholders, prioritise work, run enablement sessions and share best practices for sales and service processes.
• Drive adoption of Slack features, track usage metrics and advise on governance, channel structure and workspace organisation.
• Cultivate strong relationships with customer executives and partners with experienced colleagues on complex cases.
• Review feature usage quarterly, identify underused entitlements and recommend releases to keep the platform stable.
• Monitor technical health, escalate major incidents and complex integration questions, and partner with Sales, Engineering and Product Management.
• Use AI literacy, prompt engineering basics and AI-driven sentiment analysis to flag early customer concerns, and pursue Agentblazer training.

Required profile

• Experienced business professional, preferably 5+ years in Customer Success, SaaS platforms or related fields.
• Strong consulting skills, able to influence C-level conversations and explain technical issues to diverse audiences.
• Active learner who seeks mentors and growth opportunities.

Required skills

• Slack Certified Admin certification preferred, covering Channels & Collaboration, Canvas, Lists, Integrations, Workflow Builder and Workspace Administration.
• Additional Salesforce certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer) are a plus.
• 3-4 years of direct Slack experience is an advantage.