Principal Customer Success Manager – Slack

Salesforce

. Conduct maturity assessments and build Slack adoption roadmaps .

Posted 11/2/2026full-timeUnited StatesSenior💰 $123,100 - $227,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success with a strong focus on Slack platform adoption, stakeholder alignment, and strategic planning. Proficient in leveraging AI-driven tools for customer engagement and success metrics.

Highest-signal resume keywords

Customer Success ManagementSlack Platform ExpertiseConsulting SkillsAI-Driven Sentiment AnalysisSlack Certified Admin Certification

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Slack AdministrationOpportunity ManagementPipeline HygieneData Quality OptimizationOmni-Channel RoutingFeature Usage TrackingGovernance and Channel StructureWorkspace OrganizationComplex Problem SolvingIntegration Questions Handling

Soft Skills

Excellent CommunicationInfluencing C-Level ConversationsFacilitating DiscussionsHandling ObjectionsBuilding Executive-Level Relationships

Tools & Technologies

AI AgentsSalesforce ProductsWorkflow BuilderData 360 SpecialistAgentblazer

Certifications & Qualifications

Slack Certified Admin CertificationAI Associate CertificationSalesforce Administrator CertificationSalesforce Advanced Administrator CertificationSalesforce Platform App Builder Certification

Industry Keywords

SaaS PlatformCustomer ExperienceSales Process OptimizationTechnical Health MonitoringCustomer Engagement

About the role

Key responsibilities & impact

Conduct maturity assessments and build Slack adoption roadmaps
Serve as the single point of customer accountability for Signature deliverables, customer experience, renewal, and expansion
Coordinate customer deliverables throughout the Signature lifecycle
Align business and technical stakeholders with the Signature offer
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
Share best practices for sales and service process optimization, data quality, and customer experience
Drive adoption of Slack features across customer teams
Track usage metrics and accelerate adoption, maturity, and growth across large customers
Advise on governance, channel structure, and workspace organization
Develop executive-level relationships within customer IT and business leadership
Act as a trusted advisor and align solutions with customer business challenges
Identify barriers to customer success and increase engagement with products and services
Develop strategic success plans and solve complex problems with experienced team members
Conduct quarterly feature-usage reviews and provide release recommendations
Identify underutilized contracted entitlements and align platform features with customer priorities
Monitor technical health, adoption, and customer risk
Use AI-driven sentiment and intent analysis to flag customer concerns for human intervention
Serve as the primary interface for major incidents
Coordinate with Sales, Engineering, and Product Management on customer success and revenue opportunities
Escalate complex automation, data model, routing, and integration questions to technical resources

Requirements

What you’ll need

Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields
Strong consulting skills and ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
Industry-relevant expertise and understanding of the broad impact of the industry on the customer’s business
Excellent communication skills and ability to translate technical concepts into business terms
3–4 years of direct experience working on Slack
Slack Certified Admin Certification
Familiarity with Slack best practices and how Slack enables modern workplace collaboration
Expert knowledge of Channels & Collaboration, Canvas, Lists, Integrations, Workflow Builder, and Workspace Administration
Additional Salesforce product certifications are a plus, including AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, and Agentblazer
Proficiency in using AI agents for routine tasks such as meeting summaries, QBR data collection, and initial health monitoring
Ability to use natural-language commands to guide AI agents in retrieving customer data and generating first drafts of success plans

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 apply
Equity may apply
AI agents to accelerate impact
Agentblazer training and certifications