Customer Success Director

Quick Facts

• Role: Customer Success Director

Description

Partner with the Global VP of Slack Success and Support and the leadership team to drive alignment across cross-functional groups, manage priorities/commitments/risks, and ensure reliable execution of highest strategic priorities. Prepare executives for customer and leadership engagements with concise briefs and recommended actions, and serve as the link between central strategy and field execution.

Responsibilities

• Track and manage priorities, commitments, decisions, and risks; flag conflicts, prep gaps, and open decisions early
• Synthesize inputs and draft fast recommendations using AI and agents
• Prepare the Global VP for customer and executive engagements; coordinate milestones, decisions, follow-ups, and clear ownership
• Write executive-ready briefs covering relationship history, priorities, objectives, key messages, and needed decisions
• Ensure the right people attend, prep is on time, and customer commitments have next steps
• Maintain continuity across engagements so the leader has context to build strong customer relationships
• Align teams on shared customers, priorities, and escalations within the new delivery model
• Run communications and the leadership rhythm, including internal/external messaging, approvals, and leadership content
• Own content for executive meetings and high-stakes business reviews; coordinate with business partners to keep CS metrics accurate
• Coordinate with customer marketing on content such as whitepapers, blogs, and customer videos

Requirements

• 7+ years of experience in business operations, CS/Support strategy, or program management in SaaS
• Credibility and influence with VPs and senior leadership, with data-driven input to decisions
• Excellent writing skills and the ability to turn complexity into concise briefs and executive-ready Google Slides
• Sound judgment, discretion, and comfort with ambiguity
• Proactive, solution-oriented approach in a fast-paced environment

Benefits

• Benefits and resources to support work-life balance
• AI agents to accelerate impact
• Time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and employee stock purchasing program