The Head of Customer Success, Americas is a vital part of the management team for Slack’s broader sales organization. This role leads the strategy and execution for our customer success team to ensure the successful adoption and use of Slack across our customer base in the AMER market. This role focuses primarily on driving success within our large customer segment (Enterprise) but they will advise and consult the small and medium customer segment (SMB). The focus of this role is to be a coach and strategic planner for a team of customer success managers (CSMs). Another key part of this role is meeting and engaging with our customers and key executives within our customer base.
The candidate will understand their customer success managers’ roles, processes and paths to success and help define this within the broader sales organization. They will also work with our strategic customers to understand their business objectives and act as their trusted consultant and advisor to use Slack most effectively. 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. The candidate will ensure their team successfully drives forward Slack’s key performance metrics. Additionally, they will work effectively and collaboratively with other managers and leaders across the broader sales organization to drive success for both customers and Slack.
This role needs to communicate effectively across multiple departments, have the ability to shift gears at a moment's notice, and enjoys the challenges of providing excellent customer service in a fast-paced environment. This is an amazing opportunity for someone looking to join in the early stages of a rapidly growing technology startup.
Slack is where work happens. It connects you with the people and apps you work with every day, no matter where you are or what you do. We believe everyone deserves to work in a welcoming, respectful, and empathetic culture. We live by our values and hire accordingly.
Launched in February 2014, Slack is the fastest growing business application ever and is used by thousands of teams and millions of users every day. Slack's investors include many of the best-recognized firms in the world, including Accel Partners, Andreessen Horowitz, Social+Capital, KPCB, Google Ventures, Horizons Ventures, IVP, Spark Growth, DST, and Index Ventures. We currently have five offices worldwide, in San Francisco, Vancouver, Dublin, Melbourne and New York.
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 fun place to work. Come do the best work of your life here at Slack.