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Salesforce/Slack is seeking a Principal Success Manager to lead customer success strategy for enterprise accounts. This is a senior customer-facing role responsible for managing a portfolio of Slack's largest strategic customers, driving adoption, expansion, and retention throughout the customer lifecycle.
Key responsibilities include: partnering with enterprise customers to understand their business drivers and strategic goals; developing and executing joint customer success plans with clear scope, metrics, and timelines; facilitating executive business reviews with C-suite stakeholders and Slack sponsors; leading cross-functional initiatives to identify platform differentiation opportunities; conducting workshops on best practices including governance, adoption strategies, and organizational change management; and building customer advocacy and expansion opportunities.
You will serve as a trusted advisor and coach, combining project management, consulting, and product expertise. The role requires strong executive relationship management, particularly at VP+ levels, and the ability to navigate complex organizational dynamics with diplomacy and emotional intelligence.
Required qualifications: proven track record in customer-facing customer success, account management, or strategic consulting roles (SaaS experience preferred); demonstrated excellence in fast-paced, high-pressure environments; strong program management capabilities; ability to build and maintain C-suite and senior executive relationships; experience in enterprise solution sales environments and partnership with account executives; and a passion for the future of work and enterprise collaboration platforms.
This is a demanding role requiring exceptional leadership, priority management, and interpersonal skills. You'll work alongside dynamic teams and contribute to thought leadership through case studies, customer references, and methodological frameworks.
