Senior Manager, Customer Success Management

Salesforce - New York, NY

Full-time - Senior

New York, NY

Publishing Industries

About the position

The Senior Manager, Customer Success Management - Telco & Media is responsible for leading a team of customer success professionals to serve advanced Telco & Media customers at Slack. This role involves developing strategies to enhance customer satisfaction, revenue retention, and growth while advocating for customers across various departments. The manager will also focus on building long-term relationships with customers and ensuring the team delivers exceptional business outcomes.

Responsibilities

• Lead a team of 8+ Customer Success Managers (CSMs) as a frontline manager, fostering growth and excellence.
• Establish a winning team culture that embodies Slack's values.
• Coach and guide the team to execute success strategies focused on customer health, value, and renewals.
• Supervise and identify adoption, maturity, and growth trends for customers to advise on business strategy.
• Conduct periodic customer health-checks and review customer health scores to ensure success with Slack.
• Partner cross-functionally within Customer Success and Sales to maximize customer value from investments.
• Contribute to the overall vision and strategy of the AMER Customer Success Management organization.
• Stay informed on Telco & Media market trends, communicating insights to leaders and the team.
• Monitor and drive the team towards key performance metrics, providing operational oversight to meet targets.
• Collaborate with recruiting teams to organize impactful talent acquisition events.
• Develop talent retention strategies, ensuring career pathing, promotions, and ongoing training.

Requirements

• 8+ years of customer success experience, preferably within a SaaS organization.
• 4+ years of demonstrated ability managing a team, preferably within SaaS.
• Strong critical thinking skills and ability to use data and insights to identify trends and risks.
• Excellent communication skills with customers and within the organization.
• Proven track record of defining and driving key performance indicators.
• Ability to build trust and rapport with a customer success team.
• Proactive interest in increasing customer happiness and deepening customer relationships.
• Willingness to be a hands-on contributor, on-site with customers.
• Experience with enterprise SaaS vendors preferred.