Customer Success Manager, Director

Description The role We are seeking a Customer Success Manager, Director to partner directly with the Global VP of Slack Success and Support and the leadership team. They will drive alignment across cross-functional teams, lead executive prep for critical engagements, own internal communications and planning, and ensure reliable execution across highest strategic priorities. You They will support the leader be more prepared, more connected to customers, product and more focused on what matters. You’ll act as the link between central strategy and field execution.

What you'll do

Stay ahead and bring a point of view

• Track priorities, commitments, decisions, and risks. Flag conflicts, prep gaps, and open decisions early.
• Come with a recommendation. Use AI and agents to synthesize inputs and draft fast.

Prepare the Global VP for customer and executive engagements

• Turn programs, initiatives, and priorities into coordinated engagements, prep milestones, decisions, and follow-ups.
• Work with the leadership team, account teams, product leaders, and exec admins to prepare for customer meetings, briefings, and strategic engagements.
• Exec presence and partnership with Slack ELT , Cloud Success LT, Chief of Staff team and COO org.
• Write concise briefs: relationship history, priorities, objectives, key messages, and needed decisions.
• Make sure the right people attend, prep is on time, and customer commitments have clear next steps and owners.
• Keep continuity across engagements so the Global VP has the context to build strong customer relationships.

Alignment in the new delivery model

• Align the two teams on shared customers, priorities, and escalations, and surface where they need to work better together.
• Drive Slack culture- Celebrate Success and share learnings

Run communications and the leadership rhythm

• Coordinate internal and external messaging, timing, and approvals.
• Own content for Open Doors, exec meetings, talk tracks, and comms.
• Run the rhythm of the business: leadership meetings, All Hands (ATC), planning sessions, and the team V2MOM.
• Drive comms for global initiatives (customer health, attrition, operational excellence).
• Prepare content for high-stakes business reviews, working with Business Partners so CS metrics are accurate.
• Coordinate with customer marketing - whitepapers, blogs and customer videos

What you bring

• 7+ years in business operations, CS/Support strategy, or program management in SaaS
• Credibility and influence with VPs and above, plus data-driven input to decisions
• Excellent writing, and the ability to turn complexity into concise briefs and executive-ready Google Slides
• Sound judgment, discretion, and comfort with ambiguity
• A proactive, solution-oriented approach in a fast-paced environment

Nice to have

• Customer Success or Support background
• Knowledge of Salesforce products
• Ability to translate technical knowledge
• Fluency in Google Workspace, Slack, and AI tools

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.