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Success Guide - Slack



Denver, CO, USA
Posted on Monday, November 20, 2023

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and ultimately recognize business value through their use of the platform. Our Success Guides do this through objective-based engagements with customers at key points in the customer journey.

The Success Guide Optimization Team leads both growth and retention initiatives at scale. This team is constantly innovating to drive valuable outcomes while also supporting key success programs. We partner closely with Slack’s Account Executives to understand customers’ business objectives and help to identify ways we can deliver increased value through broader and more mature use of Slack.

Part advisor, project manager, consultant and product specialist, our Slack Success Guide Optimization team is passionate about growing and retaining our customers while delivering business transformation.

What you will be doing

  • You will engage 1:1 with our high value customers during key points in the customer journey to assure adoption and mature use of Slack.

  • You will empathize with every aspect of the customer experience, putting customers’ needs first.

  • You will find opportunities to implement 1:many programs that can efficiently drive customer outcomes at scale.

  • You will test playbooks and program ideas and monitor results based on defined customer metrics.

  • You will act as a cross-functional partner to Account Executives setting expectations and providing guidance on customer optimization.

  • You will identify common customer challenges and actively suggest better solutions.

  • You will coach customers to be product specialists and train their teams on Slack methodologies and self-serve resources so they become increasingly self-sufficient.

  • You will partner with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

  • You will build and adapt customer assets and delivery channels to maximize impact.

  • You will help drive customer references and case studies.

What you should have

  • 5+ years relevant work experience in a customer-facing role. SaaS customer success, consulting experience, account management or sales organization experience a plus.

  • Self-motivated, dedicated teammate with innovative ideas to encourage customer adoption and maturity.

  • Strong interpersonal skills and experience to quickly build customer relationships.

  • Ability to adopt the approach of continuous improvement and actively contribute to the process and procedure of the team.

  • Proven track record of highly-professional customer service in a dynamic.

  • Creative problem solving under pressure when working through customer issues.

  • Bachelor’s Degree.

  • Project management skills and ability to influence customers to adhere to timelines.


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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Colorado-based roles, the base salary hiring range for this position is $73,400 to $101,000.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: