Senior Principal CSM - AI-Driven Adoption Leader

Salesforce, Inc.; Georgia; On-site; USD 100,000 - 140,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Manager to ensure high-value customers adopting Slack achieve strong ROI. You will act as a trusted advisor, guiding customers through adoption, governance, and optimization of the platform across diverse teams.

You will collaborate with sales, product, and support to map business value, drive renewals, and deliver successful outcomes across the Signature Slack offering.

Qualifications

• Experience in customer success management across enterprise accounts.
• Ability to drive adoption and renewals.
• Strong communication and cross-functional collaboration.

Responsibilities

• Drive adoption of Slack features with reps, agents, managers, supervisors, and ops teams.
• Track usage metrics and accelerate adoption, maturity, and growth across Slack's largest customers.
• Assess business requirements and advise on governance, channel structure, and workspace organization.
• Develop and maintain relationships with senior stakeholders, including IT and business leadership.
• Act as a trusted advisor by aligning customer goals with proven solutions and strategic success plans.
• Lead quarterly reviews of feature usage to ensure platform stability and value realization.

Skills

Customer success management

Stakeholder management

Strategic advisory

Project coordination

Communication skills

Tools

Salesforce CRM

Job description

Salesforce, Inc. is seeking a Customer Success Manager to ensure high-value customers adopting Slack achieve strong ROI. You will act as a trusted advisor, guiding customers through adoption, governance, and optimization of the platform across diverse teams.

You will collaborate with sales, product, and support to map business value, drive renewals, and deliver successful outcomes across the Signature Slack offering.