Description

Our Customer Success team advises and guides a wide variety of customers, ensuring they launch

Slack successfully, adopt it widely and continuously gain business value from our products and

services. We serve as the trusted point of contact for Slack's strategic key customers across the

customer lifecycle.

Part coach, project manager, consultant and product specialist, our Slack Success Guides work with

customers through targeted-strategic engagements, to discover their business needs and challenges

and then mentor them on the best ways to use Slack to solve them. Our goal is to deliver best

practices and adoption guidance to customers and foster customer loyalty through high-quality

interactions with a focus on training and education to drive product adoption and customer health.

What You Will Do

● Educate customers on features and functionality through 1:1 engagements, providing

actionable recommendations to increase product adoption and customer health

● Work closely with Slack customers to understand the motivation, business drivers,

strategic goals and desired business outcomes for your portfolio of customers

● Collaborate with key business and technical stakeholders across customer organizations

to drive product adoption and customer transformation

● Analyze qualitative and quantitative customer data to produce insights and create a clear

POV that will improve the health of the customer, mitigate risk and increase adoption and

consumption

● Build positive relationships with both internal and external stakeholders to drive faster

time to value for our customers

● Support workshops with customers on best known practices, including sponsorship,

governance, operating model, adoption, internal Champions network, platform maturity,

and adoption techniques

● Contribute to the library of customer success assets (customer references, case studies)

and thought leadership (methodology, point of view, white papers)

● Transform customers into passionate advocates who excel in our solutions and

champion the Slack brand

What You Should Have

● 4+ years of relevant work experience in customer-facing customer success, account

management or strategic consulting roles (SaaS experience preferred)

● You are passionate about the future of work and positively impacting the working lives of

people in large organizations

● Strong communication skills and high emotional intelligence

● Proven track record of excelling in fast-paced environments and taking initiative

● Solid organizational skills and experience managing multiple priorities and deadlines

● Passion for building trust and communicating with a broad range of partners: business

owners, Slack administrators, developers and day-to-day Slack users

● Diplomacy, tact and poise under pressure when working through customer issues

● Experience in a SaaS or enterprise software environment is preferred