Senior Manager - Customer Success and Customer Experience

Senior Manager, Success Guide To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. What We Do Our Success Guide team delivers scaled, time-bound, topic-based engagements that help customers unlock value quickly and efficiently. Through structured programs and targeted touch points, we guide customers through key milestones — from onboarding and feature adoption to advanced use cases — ensuring they gain measurable business value from Slack at every stage. Our Success Guides are experts at meeting customers where they are, delivering the right content and guidance at the right time, at scale. What you will be doing The Senior Manager, Success Guides will be responsible for leading a team of Success Guides to serve a broad portfolio of customers, ensuring they successfully onboard, adopt, and derive ongoing business value from Slack. Focused on your region, you'll develop the strategy and tactics to effectively leverage your team and shared Customer Success capabilities to deliver best-in-class outcomes for customers across segments. As a member of our Customer Success leadership team, you will advocate for your customers by driving alignment across Sales, Customer Success, Services, Renewals, Product Management, Marketing, and Business Operations. You will build and develop a high-performing team that lives Slack's values. You will guide customers throughout their journey, establishing strong relationships that help ensure they realize the full value of Slack. You will identify and drive key initiatives, processes, tools, and programs to scale our Success Guide motion and support high growth targets. As a leader in our Customer Success organization, you will build, coach, and develop a team of Success Guides that embodies Slack's values and culture. You will directly influence customer health, retention, and expansion outcomes by developing and executing scalable programs in partnership with Sales leaders, Customer Success, Services, Renewals, Partners, and Product Management. You will contribute to Slack's Customer Success vision and strategy, and deliver team targets and key metrics through operational excellence and disciplined execution. This role exhibits a hands-on "get it done" approach to personally create customer wins, model best practices, and develop case studies and references. You will actively engage in account strategy for key customers, align the Slack ecosystem to customer needs, and foster a vibrant, inclusive team culture that inspires people to do their best work. What you should have 5+ years of experience in customer success, success management, or professional services, preferably within a SaaS environment. A track record of building and growing a high-performing team through talent acquisition, onboarding, and development, characterized by strong productivity and excellent morale. Experience working with mid-market to enterprise scale customers and demonstrated ability to make rapid decisions and solve problems in a fast-paced environment. Demonstrated experience leading in a dynamic, high-growth environment with a strong commitment to growing and developing team members and fostering an inclusive culture. Track record of delivering against targets and KPIs, with proven success in establishing a clear vision and driving change within a customer-facing organization. Customer-centric mindset that informs strategies, tactics, and execution. Strong communication and stakeholder management skills, both with customers and cross-functionally. Experience building customer relationships and driving adoption and change management across a diverse customer portfolio. Diplomacy, tact, and poise under pressure when working through customer issues. Comfort with collaboration across Sales, Renewals, and other Go-To-Market teams. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. Experience Level Senior Level