Director, Technical Support & Customer Success for Slack

Location: Ireland - Dublin (Office-Based) Employment Type: Full time Posted: 2 Days Ago Job Requisition ID: JR324428

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.

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.

Qualifications & Experience:

10+ years experience in technical support or customer success roles.
5+ years management experience leading teams.
Experience working in cloud or SaaS environments preferred.
BA/BS degree or equivalent experience required.

Benefits & Accommodations:

Salesforce offers competitive benefits packages including health insurance options, vacation time off policies, and accommodations for disabilities as an equal opportunity employer committed to diversity & inclusion.

About Us

Slack is a messaging app for business which lets you organize conversations into channels so everyone moves faster and stays in sync. It’s a platform that connects everyone in your business—employees, customers, and partners— securely with each other and integrates easily with apps you use every day to get work done. And everything happens, using any device, within a digital workspace that’s super easy to use. Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Come do the best work of your life here at Slack.