Description
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.
About the Role
Senior Onboarding Specialists are the first technical partners for our most strategic and complex Slack Premier and Signature customers. We help them hit the ground running by building a strong product foundation, achieving early wins, and setting the stage for long-term success on Slack and the broader Salesforce platforms.
We act as trusted advisors during the onboarding phase, guiding customers through pre-implementation readiness, leading cross-functional collaboration, and driving consistency across the onboarding practice. Your work will directly shape the customer experience at scale—setting the standard for long-term engagement and success. By delivering outstanding value in the initial stages of the customer's journey, you will contribute to our customers' success, influence the evolution of our onboarding programs, and reinforce Salesforce's reputation as an industry leader.
Your Impact
Lead Strategic Customer Onboarding: Serve as the senior point of contact for our most complex and high-value customers. You'll design and lead discovery engagements, develop sophisticated onboarding frameworks, and ensure seamless coordination across sales, implementation, and customer success teams.
Accelerate Adoption at Scale: Drive customers to value faster by identifying systemic adoption gaps, recommending high-impact feature strategies, and building scalable success plans. You'll own and influence key metrics like time to production, feature adoption rates, and integration reliability across your portfolio.
Own Complex Migrations: Lead customers through enterprise plan migrations including SSO, Grid/Enterprise+ prerequisites, and deeply complex integration or API challenges. You'll serve as the senior technical escalation point and set the bar for thoroughness and velocity.
Champion and Evolve Best Practices: Synthesize patterns across customer engagements to develop new playbooks, training materials, and scaled programs. You'll proactively shape the onboarding methodology and serve as a thought leader both internally and externally.
Mentor and Develop the Team: Coach and support junior Onboarding Specialists, share knowledge across the team, and contribute to the overall excellence of the Customer Success practice.
What You'll Do
- Become a Slack subject matter expert and a go-to resource for the broader onboarding and customer success community.
- Lead onboarding engagements for our most strategic and complex Premier and Signature accounts.
- Design and facilitate virtual and in-person sessions to educate customers on advanced product capabilities including Slackbot, Slack Connect, Workflows, Salesforce connectors, AI features, and more.
- Apply consultative expertise to uncover deep business objectives and architect long-term success paths for customers.
- Build and iterate on scalable onboarding frameworks, playbooks, and enablement resources.
- Partner cross-functionally with Sales, Product, Engineering, and Professional Services to remove blockers and close feedback loops.
- Represent the voice of the customer in internal forums and influence product roadmap priorities.
- Mentor junior team members and contribute to onboarding program development.
- Actively contribute to and help shape the knowledge base and expertise of the broader Customer Success organization.
- Turn strategic customers into passionate Slack advocates.
What You Should Have
- 6+ years of experience driving customer success and measurable business outcomes through technology
- Demonstrated ability to lead complex, strategic customer engagements at the executive level across large, matrixed organizations.
- Deep comfort navigating conversations at all levels—from technical administrators to C-suite stakeholders—with presence and credibility.
- A proven consultative approach: you ask sharp questions, frame business objectives clearly, and design tailored solutions with a strategic lens.
- Experience leading cross-functional initiatives and influencing stakeholders without direct authority.
- Strong track record of building trusted relationships with enterprise customers, including navigating ambiguity and competing priorities.
- Advanced technical fluency with enterprise software, APIs, and integration patterns.
- Proficiency in at least one object-oriented language (Java, JavaScript, Node.js, Python, or SQL) with the ability to engage meaningfully in technical architecture conversations.
- Significant experience with Slack and/or Salesforce products.
Nice to Have
- Prior senior experience in a technical customer role such as Solutions Engineering, Professional Services, Customer Success Engineering, or Technical Account Management.
- Experience designing or scaling onboarding or implementation programs for enterprise SaaS products.
- Experience building conversational AI solutions, especially in regulated industries.
- Demonstrated ability to mentor, coach, or formally manage team members.
- Familiarity with project management principles and enterprise software implementation best practices.
- Slack or Salesforce Admin/Consultant/Architect certifications.