Senior Onboarding Specialist-Slack

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. 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. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.