Manager/Sr. Manager, Customer Success Value Strategy - Slack


October 14, 2021

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Job Category
Program/Project Management
Job Details
Department 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; on-boarding, adoption, advocacy, renewal and expansion.
Role Description
As part of our Sales and Customer Success (CS) team, the Customer Success Value Methodology team will form the strategy to deliver value for Slack Customers post-sale. You will also support the creation, adoption and rollout of new or updated methodologies across Customer Success and other organizational constituents.
Your Impact

  • Provide innovative thought leadership in expanding the value conversation with Slack customers

  • Align CS Leadership across a common vision for CS Value Methodology and serve as the primary representative of Customer Success Managers to other CS cross functional teams

  • Develop a scalable framework for CSMs to assess where a customer is on their journey, and then leverage the methodology to build a plan as to how to evolve our customers

  • Plan and oversee execution of all Customer Success Methodology projects, including thought leadership, playbooks, deliverables

  • Partner with cross-functional stakeholders, such as Services Delivery, Renewals, CS Go To Market, CSMs, Certification, Partner Enablement, CS Programs, Sales & CS Enablement

  • Bring expertise in customer-facing consulting and functional expertise to help determine how to best serve customers expanding the CS Methodology

  • Contribute to the creation and/or streamlining of frameworks and assessments as needed, ensuring cohesion across all customer facing value messaging

  • Lead and/or serve as primary SME for Value for on-going efforts such as offering development, defining pre-sales positioning, messaging, playbooks, etc.

  • Serve as the Subject Matter Expert for related enablement and adoption plans to support rollout and execution of value methodology

  • Support ongoing governance for value assets

Minimum Qualifications

  • 8-10+ years of overall work experience, with at least 5+ years working in or with a high touch CS environment and with Enterprise customers, or 5+ years business process transformation and/or change management experience (preferably in a SaaS environment)

Preferred Qualifications

  • Value Management / Value Consultant / Value Realization experience

  • Data Analytics and/or Data Science exposure

  • Design Thinking and Innovation experience

  • Experience in building out a new function or operation

  • Excellent consultative skills

  • Ambitious, hardworking leader with innovative ideas to inspire customer loyalty and adoption

  • Strong communication and interpersonal skills

  • Cross organizational consensus building

  • Proven experience building strong internal and external relationships

  • Bachelor’s Degree

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