Success Guide

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.

Part coach, project manager, consultant and product specialist, our Slack Success Guides work with customers through targeted-strategic engagements, to discover their business needs and challenges and then mentor them on the best ways to use Slack to solve them. Our goal is to deliver best practices and adoption guidance to customers and foster customer loyalty through high-quality interactions with a focus on training and education to drive product adoption and customer health.

What You Will Do

• Educate customers on features and functionality through 1:1 engagements, providing actionable recommendations to increase product adoption and customer health
• Work closely with Slack customers to understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers
• Collaborate with key business and technical stakeholders across customer organizations to drive product adoption and customer transformation
• Analyse qualitative and quantitative customer data to produce insights and create a clear POV that will improve the health of the customer, mitigate risk and increase adoption and consumption
• Build positive relationships with both internal and external stakeholders to drive faster time to value for our customers
• Support workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques
• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)
• Transform customers into passionate advocates who excel in our solutions and
  
  

champion the Slack brand.

• Operate an AI First engagement model for a high-volume book of business — using Salesforce Einstein and AI-powered health scoring to prioritize outreach, intervention, and scaled success motions
• Leverage generative AI to create personalized, high-quality customer communications, product adoption content, and success plans across a large portfolio with speed and consistency
• Apply AI-driven signals to identify expansion opportunities, feature adoption gaps, and renewal risks, acting through digital and low-touch engagement programs
• Continuously refine AI-assisted workflows based on customer response and engagement data, contributing to the optimization of scaled success programs
  
  

What You Should Have

• 4+ years of relevant work experience in customer-facing customer success, account management or strategic consulting roles (SaaS experience preferred)
• You are passionate about the future of work and positively impacting the working lives of people in large organizations.
• Strong communication skills and high emotional intelligence.
• Proven track record of excelling in fast-paced environments and taking initiative
• Solid organisational skills and experience managing multiple priorities and deadlines
• Passion for building trust and communicating with a broad range of partners: business owners, Slack administrators, developers and day-to-day Slack users
• Diplomacy, tact and poise under pressure when working through customer issues
• Experience in a SaaS or enterprise software environment is preferred.
• Experience managing a high volume of accounts using AI First and digital engagement strategies within a customer success or account management context
• Proficiency using Salesforce AI features and generative AI tools to generate and personalize content at scale, with strong judgment for reviewing outputs before delivery
• Data-driven mindset with the ability to interpret AI-generated signals and translate them into meaningful customer actions and business outcomes
• Familiarity with AI-powered health scoring, churn prediction, and engagement automation within Salesforce or equivalent CS platforms