Customer Success Manager - Slack

Salesforce
Sydney, Melbourne
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Consulting","Stakeholder management","Communication","Objection handling","Relationship building"]

Own end-to-end customer success for Slack’s Signature Success Plan, ensuring high-value customers achieve measurable ROI. Lead maturity assessments, build adoption roadmaps, and deliver Signature commitments across the customer lifecycle. Partner with business and technical stakeholders to drive feature adoption, track usage metrics, and manage renewals and expansions. Serve as a trusted advisor during incidents and coordinate with Sales, Engineering, and Product Management to protect customer outcomes.

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FursaFursa
Salesforce
Salesforce
2 days ago

Customer Success Manager - Slack

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own end-to-end customer success for Slack’s Signature Success Plan, ensuring high-value customers achieve measurable ROI. Lead maturity assessments, build adoption roadmaps, and deliver Signature commitments across the customer lifecycle. Partner with business and technical stakeholders to drive feature adoption, track usage metrics, and manage renewals and expansions. Serve as a trusted advisor during incidents and coordinate with Sales, Engineering, and Product Management to protect customer outcomes.
Location: Sydney, Melbourne
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Conduct maturity assessments and build Slack adoption roadmaps.
  • •Serve as single point of accountability for Signature deliverables, overall customer experience, and renewals/expansion.
  • •Coordinate Signature lifecycle deliverables and apply correct processes to deliver value.
  • •Drive adoption by monitoring usage metrics (e.g., active users, messages, channel engagement) and accelerate maturity and growth.
  • •Act as primary interface for major incidents and escalate complex automation, data, routing, or integration questions to technical resources.

Key Requirements

  • •3+ years of relevant customer success or SaaS platform experience, with strong consulting skills and ability to influence C-level conversations.
  • •Demonstrated ability to drive business value and translate technical issues for diverse audiences.
  • •3-4 years of direct experience working on Slack, including familiarity with Slack best practices and how Slack enables modern workplace collaboration.
  • •Slack Certified Admin Certification.
  • •Strong knowledge of Slack core capabilities including Channels & Collaboration, Canvas, Lists, Integrations, Workflow Builder, and Workspace Administration.
Experience:3+ yearsSaaSCustomer successSlack
Skills:ConsultingStakeholder managementCommunicationObjection handlingRelationship building
Certifications:Slack Certified AdminAI AssociateAdministratorAdvanced AdministratorPlatform App BuilderData 360 SpecialistAgentblazer
Tech Stack:SlackAI agentsNatural-language commandsSentiment analysisIntent analysisJourney BuilderCommerce PromotionsQBROmni-channel routingChannels & CollaborationCanvasListsIntegrationsWorkflow BuilderWorkspace AdministrationAgentblazer

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor