Director, Technical Support & Customer Success for Slack

About Slack

Slack (Salesforce Company) is on a mission to make your working life simpler, more pleasant and more productive. Culture is the north star that guides how we work together and with our customers. Are you looking to build something greater than yourself? Do you want to work alongside some of the most dynamic people in the industry? If so, Slack just might be the place for you.

Slack has a positive, diverse, and encouraging culture — we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative.

The Role

We are seeking a proven, tactical and strategic Director to lead our integrated Technical Support and Customer Success organisation. This leader will oversee teams of managers and individual contributors who support customers across the entire lifecycle — from technical issue resolution to proactive success planning and value realisation. You'll lead a highly visible team, interact extensively with global leadership, and drive both operational excellence and strategic customer outcomes.

What You Will Be Doing

Leadership & Team Development

Own post-sales health of the EMEA Slack business across customer success and support.

Build, lead and develop a world-class team of Technical Support Engineers and Customer Success Managers.

Be accountable for the success of direct reports, providing coaching, mentorship and support to help them develop professionally as well as achieve their delivery goals.

Resource and organize teams in an effective way to drive customer outcomes.

Create a vibrant, inclusive culture that inspires people to do their best work.

Find, hire and retain the best technical and customer-facing talent.

Actively participate in setting team/department objectives & ensure they are met.

Represent the voice of the customer to stakeholders across the organization.

Customer Experience (Support)

Manage key metrics which will measure the effectiveness of the team in meeting key goals such as customer satisfaction, productivity, time to resolve, and service level objective attainment. Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Salesforce remains at the forefront of the industry in the provision of customer service.

Act as an escalation point for high severity customer issues that arise from within the team; directly from customers or from other Salesforce functions.

Work with Sales, Product and Engineering, and the broader Customer Success organization to continue to improve the overall support experience.

Drive continuous improvement and manage complex processes to deliver a world-class customer experience.

Customer Success

Manage key metrics which will measure the effectiveness of the team in meeting key goals such as adoption, attrition, customer health, engagements, executive business reviews, renewal, and expansion

Ensure customers launch Slack successfully, adopt it widely and gain continuous business value.

Establish long-term executive relationships that help customers realize the full value of Slack.

Drive alignment across Sales, Customer Success, Services, Renewals, Product, Marketing, Technology and Business Operations.

Take a hands-on approach to personally create customer wins, references and case studies.

Demonstrate excellent communication, presentation and negotiation skills at all organizational levels, including C-level.

Required Qualifications & Skills

Experience

10+ years in technical support and/or customer success, handling complex issues for enterprise customers

5+ years at management level, leading managers and individual contributors

Experience managing multiple teams in enterprise scale organisations.

Cloud/SaaS software environment experience, preferably supporting global customers

Other Requirements

• BA/BS Degree in technical field (or equivalent relevant experience)
• Passion for technology and innovation
• Willingness to travel for alignment with Sales and customers