Job Description

Position Description
As the Senior Principal Customer Success Manager for Customer Zero you will serve as a trusted advisor and transformation leader, working across multiple stakeholders to drive adoption, value realization, and strategic alignment for our most important and complex enterprise customer, Salesforce. This role requires a self-starting leader who can thrive in ambiguity, build strong relationships at all levels, and drive meaningful transformation through a combination of strategic thinking and hands-on execution.
The role reports to the VP, Slack Customer Success.

Responsibilities:

Executive Leadership & Influence

• Manage Slack and Salesforce executive relationships to establish buy-in for continuous Slack transformation
• Drive executive-level relationships and strategic alignment through structured governance models and steering committees as well as cross-functional initiatives
• Lead critical cross-functional partnerships across Product, Engineering, Sales and Information Technology teams
• Navigate complex organizational dynamics to build consensus and drive change through influence
• Present to and engage with C-level stakeholders to shape strategy and drive business outcomes
  

Strategic Program Management

• Lead enterprise-wide transformation initiatives focused on adoption, value realization and business impact
• Develop and execute comprehensive success plans aligned to customer business objectives
• Proactively identify and mitigate risks across complex program workstreams
• Drive measurable outcomes, including key tier 1 feature adoption, through structured governance and regular business reviews
  

Cross-Functional Leadership

• Build and maintain strong partnerships across Product, Engineering, Sales and Customer Success
• Coordinate complex technical and business initiatives requiring multiple team alignments
• Navigate matrix organizations to remove barriers and drive results through influence
• Deliver a unified account success experience with the entire cross-cloud Customer zero success management team
  

Slack Product Release Management

• Influence the Slack product roadmap and improve product readiness by successfully launching features internally at Salesforce ahead of GA and driving a robust product feedback loop for Customer Zero
• Develop ambitious change management programs that deliver daily value for our Sellers and increase Slack's bottom line
• Achieve high product maturity, improving employee productivity and driving overall business impact via Slack platform transformation
• Maintain a deep understanding of the product vision and roadmap and internal Salesforce transformation, serve as a versatile representative of the Slack product and leadership team in internal meetings
• Influence Slack ELT priority alignment and Customer zero program direction as part of the Slack GTM COE pillar
• Document value stories and partner with marketing to publish for external customer use
• Drive the Slack administration and governance model for Salesforce as Customer Zero

Required Skills & Experience:

• 8+ years of relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred.
• Ability to cultivate and own VP+ executive sponsor relationships
• Exceptional executive presence and communication skills
• Ability to manage ambiguity, set clear visions, and execute with minimal supervision.
• Track record of building strong cross-functional relationships and driving results through influence
• Deep understanding of enterprise software, cloud technologies, and digital transformation
• Proven ability to navigate complex organizational dynamics and build consensus

Key Success Metrics

• Customer satisfaction and retention metrics
• Adoption and value realization KPIs
• Executive relationship strength and engagement
• Program delivery and business impact measures
• Cross-functional partnership effectiveness

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