Senior Director - Slack EMEA Customer Success Leader

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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.

We are seeking an industry-leading Success Executive to lead Slack’s EMEA Customer Success organization, reporting to our VP of Global Customer Success. Our mission is to make people’s working lives simpler, more pleasant, and more productive – and this leader is responsible for driving success, product adoption, retention and growth for all Slack customers!

This Customer Success Leader will lead a team of Regional Leaders and 45+ Customer Success Managers (CSMs) to serve our largest, most strategic customers in EMEA, along with our Targeted CSMs. Our customers will range in diversity from high growth startups, to higher education institutions, to multinational corporations (71 of the Fortune 100 companies are Slack customers). You are a customer obsessed visionary able to win the hearts and minds of your team. You thrive leading large organizations, building relationships, delivering value, and weaving customer advocacy into the fabric of your team culture. You are also a master storyteller with the analytical insight to anticipate, forecast, and report on the business.

As a member of our Global Customer Success leadership team, you will advocate for your customers by driving alignment across Sales, Customer Success, Services, Renewals, Product Management, Marketing and Business Operations.
You will continue to grow and develop a world-class team that lives Slack’s values.

You will sponsor customers throughout their journey, establishing long-term executive relationships that ensure they realize the full value of Slack. You and your leadership team will identify and drive key initiatives, processes, tools and programs to build our high growth business, both regionally and globally.
You will ensure that your team delivers on our high growth targets and key performance metrics, including customer health, value realization, advocacy, renewal, and expansion.

What you will be doing

As a senior leader in our Customer Success organization, you will build, lead and develop a world-class team of CSMs and Leaders that live Slack’s values
Co-create an inspirational vision for driving best-in-class customer adoption, maturity and value with new and existing customers
Directly influence regional growth by developing and executing strategies that create successful customers in partnership with Sales, Professional Services, Renewals, Partners, Product Management, and Salesforce.com.
Contribute to Slack’s Global Customer Success vision and strategy
Deliver regional targets and key metrics through operational execution and discipline
Drive growth across the region and more broadly, marshalling and guiding resources to implement impactful, scalable solutions
Personally engage with top prospects by providing direct deal support, and formulating strategies to accelerate deal close in your region. Then, subsequently engaging to drive transformation for our largest and most strategic customers
Prioritize investment of resources and efforts with customers

What you should have

• A minimum of 15+ years of experience in the Customer Success space with an emphasis on Enterprise Software and, 8+ years of Management / Leadership experience
• Deep expertise leading and growing organizations of 40+ staff and working cross-functionally within an enterprise technology environment
• Strong track record of delivery across a broad spectrum of customers, ranging from Mid Market to Large Enterprise accounts, as well as high touch relationships with global enterprise organizations, including Fortune 100, government, financial services, and healthcare
• Experience creating a holistic regional strategy in partnership with other Customer Success functions and cross-functional stakeholders to drive value for customers and deliver results to the business.
• Outstanding communication and presentation skills with the ability to identify, design, and deliver cross-functional projects, support strategic improvements, and enable teams to exceed goals and spend more time with customers
• Passion for all things Customer-related – and bonus points for all things Slack – with an authentic, humble approach that is inspiring and persuasive

Benefits & Perks

Check out our benefits site which explains our various benefits, including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more

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