Customer Success Manager – Director

Salesforce

. Partner directly with the Global VP of Slack Success and Support and the leadership team .

Posted 11/12/2026full-timeUnited StatesLead💰 $171,200 - $273,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in business operations and program management within SaaS, with a strong focus on executive communication, strategic alignment, and data-driven decision-making. Proficient in synthesizing complex information into concise briefs and presentations for high-level stakeholders.

Highest-signal resume keywords

Business Operations ManagementExecutive CommunicationData-Driven Decision MakingProgram Management in SaaSCustomer Success Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Executive Brief WritingData AnalysisStrategic PlanningProject CoordinationDecision Tracking

Soft Skills

Proactive Problem SolvingSound JudgmentInfluence and CredibilityAdaptability to AmbiguityCollaboration

Tools & Technologies

Google WorkspaceSlackAI ToolsSalesforce Products

Industry Keywords

Customer SuccessSaaSProgram ManagementCross-Functional AlignmentOperational Excellence

About the role

Key responsibilities & impact

Partner directly with the Global VP of Slack Success and Support and the leadership team
Drive alignment across cross-functional teams
Lead executive preparation for critical customer and executive engagements
Own internal communications and planning
Track priorities, commitments, decisions, and risks
Flag conflicts, preparation gaps, and open decisions early
Use AI and agents to synthesize inputs and draft recommendations
Coordinate customer meeting preparation, briefings, strategic engagements, milestones, decisions, and follow-ups
Write concise executive briefs covering relationship history, priorities, objectives, key messages, and needed decisions
Ensure appropriate attendees, timely preparation, and clear customer commitment ownership
Maintain continuity across engagements for the Global VP
Align teams on shared customers, priorities, and escalations
Drive Slack culture, celebrate success, and share learnings
Coordinate internal and external messaging, timing, and approvals
Own content for Open Doors, executive meetings, talk tracks, and communications
Run leadership meetings, All Hands, planning sessions, and the team V2MOM
Drive communications for global initiatives including customer health, attrition, and operational excellence
Prepare content for high-stakes business reviews and ensure CS metrics are accurate
Coordinate with customer marketing on whitepapers, blogs, and customer videos

Requirements

What you’ll need

7+ years in business operations, CS/Support strategy, or program management in SaaS
Credibility and influence with VPs and above
Data-driven input to decisions
Excellent writing
Ability to turn complexity into concise briefs and executive-ready Google Slides
Sound judgment and discretion
Comfort with ambiguity
Proactive, solution-oriented approach in a fast-paced environment
Customer Success or Support background (nice to have)
Knowledge of Salesforce products (nice to have)
Ability to translate technical knowledge (nice to have)
Fluency in Google Workspace, Slack, and AI tools (nice to have)

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Incentive compensation may be available for eligible roles
Equity may be available for eligible roles