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Customer Success Leader, Financial Services, North America

The Customer Success Leader, Financial Services is a high profile role within Slack’s Sales and Customer Success organization. This person will lead the strategy and execution for the customer success team that serves our Financial Services customers in North America. The team’s charter is to ensure the successful adoption, maturity, and growth of Slack at the largest customers in the industry (Fortune 10 - Fortune 2000) and across segments:  retail banks, commercial banks, wealth managers, capital markets, private equity, and exchanges.

Critical to quality in this very high growth segment is to be a coach and strategic planner for a team of customer success managers (CSM’s). Another key component of the job is to establish, nurture and grow relationships with key executives within our customer base.  Lastly, the leader of our Financial Services Customer Success business will play a fundamental role in the development and growth of Slack’s Financial Services Go To Market strategy by harvesting value stories from customers, sharing insights on areas of opportunity, obstacles to customer and revenue growth.  

You will understand the customer success managers’ role, processes, and paths to success and help define this within the broader sales organization. You will also work with our strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of Slack, ensuring they realize business value.  At a team level, they will gather customer feedback and requests while working with internal teams to help align customer adoption with our product roadmap. You will ensure that your team successfully drives forward Slack’s key performance metrics. Additionally, you’ll work effectively and collaboratively with other managers and leaders across the broader sales and Slack organization to drive success for both customers and Slack.

What you will be doing:

  • Manage the Customer Success team to ensure that each customer success manager can succeed
  • Hire, train, coach, and develop a team of customer success managers
  • Build a team that wins, has fun, and lives the Slack values
  • Develop a customer success strategy for our Financial Services customers in North America
  • Prioritize where we invest our resources and efforts with customers
  • Drive the team towards key performance metrics
  • Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy
  • Manage the team to conduct periodic customer health-checks and review customer health scores with an emphasis on customers’ success with Slack
  • Identify customer needs and collaborate with Accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals
  • Partner with the Sales organization to engage in pre-sales activities for high value opportunities  
  • Contribute to the overall vision and strategy of the AMER CSM organization
  • Provide operational oversight of the business to deliver on targets and KPIs

What you should have:

  • 15+ years of customer success experience within or across SaaS, Big-4 consulting and/or the Financial Services industry.
  • 7+ years of management experience within or across SaaS, Big-4 consulting or the Financial Services industry.  
  • High degree of program and project management in an industry whose teams are highly matrixed, and whose people are often highly analytical MBAs and finance types.
  • Experience implementing and supporting large scale technology solutions at Fortune 500 financial services institutions, and specifically within retail banking, commercial banking, wealth management, capital markets, private equity, and exchanges.
  • History of successfully managing and resolving complex scenarios within highly regulated or compliance driven environments
  • A passion for building trust and communicating with a broad range of partners: C-Suite, senior executives, business owners, Slack administrators, developers, and day-to-day users of the software
  • Continually “make the market” by evangelizing what Slack is and why customers need it -- in an industry where our awareness is growing
  • Experience shaping and creating thought leadership, including go-to-market materials, including points of view, white papers, blog posts, etc.
  • Excellent communication skills both with customers and within an organization
  • Strong track record of identifying customer needs and successfully implementing long-term software solutions
  • Strong track record of defining and executing against key performance indicators
  • Comfortable and willing to be a hands-on contributor, on-site with customers
  • Bachelor's degree required

Slack is the collaboration hub of choice for companies of all sizes, all across the world. By using Slack, they ensure that the right people are always in the loop, that key information is always at their fingertips, and new team members can get up to speed easily. With Slack, teams are better connected.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.

Come do the best work of your life here at Slack.

Slack is registered as an employer in many, but not all, states. If you are not located in or able to work from a state where Slack is registered, you will not be eligible for employment. Visa sponsorship may not be available in certain remote locations.

Visa sponsorship is not available for candidates living outside the country of this position.


Slack has transformed business communication. It’s the leading channel-based messaging platform, used by millions to align their teams, unify their systems, and drive their businesses forward. Only Slack offers a secure, enterprise-grade environment that can scale with the largest companies in the world. It is a new layer of the business technology stack where people can work together more effectively, connect all their other software tools and services, and find the information they need to do their best work. Slack is where work happens.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.

Come do the best work of your life here at Slack.