Senior Success Manager (in Germany, Russian or Polish)

What You'll Be Doing

• Empathise with every aspect of the customer experience, putting customers needs first.
• Guide and coach customers with proactive customer success processes.
• Travel to meet with customers onsite to discover and understand their needs to help them develop a tailored Slack onboarding process.
• Coach customers to be product specialists and train their teams on Slack standard methodologies so they become increasingly self-sufficient.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify common customer challenges to suggest better solutions.
• Partner with Slacks Account Executives to help them drive growth.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Adapt existing customer onboarding assets and work with product marketing to refine them over time.
• Help drive customer references and case studies.

What You Should Have

• 5+ years relevant work experience in customer-facing customer success, account management or strategic consulting organisation. SaaS experience a benefit.
• A self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills and experience building strong relationships.
• Proven track record of highly-professional customer service in a fast-paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Bachelors Degree.
• Fluent Russian & English speaker.
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