Senior Manager, Self Serve Strategy & Operations

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Job Category

Operations

Job Details

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The Senior Manager, Self Serve Strategy & Operations will serve as the analytical and strategic engine behind Slack's Self Serve business, partnering closely with Growth, Product, Marketing, and Finance leadership to drive the rhythm of business, shape go-to-market strategy, and ensure Slack's PLG motion is performing against plan. This role sits at the intersection of data, product strategy, and business operations — owning the forecast, the metrics, and the strategic frameworks that guide one of Salesforce's most important growth levers.

Key Responsibilities:

Business Performance & Forecast Management

• Own the Self Serve weekly, monthly, and quarterly forecast cadence — building and delivering regular business updates, commit tracking, and performance commentary for cross-functional leadership (Growth, Product, Finance, GTM)

• Develop and maintain the Self Serve forecast infrastructure, tracking key metrics including New ACV, Expansion ACV, Attrition, NNAOV, AOV, and FinPlan attainment across monthly and quarterly time horizons

• Identify and communicate performance drivers, risks, and beats in real-time — translating data signals (e.g., run-rate slowdowns, EOM drop-offs, managed deactivations) into clear, actionable narratives for executive audiences

• Manage APM historical data submissions and adjustments, including remediation of one-time events (e.g., Transition Remediation, regional EOS impacts) to ensure accurate baseline reporting

• Lead weekly forecast preview meetings and shift to async formats when needed, coordinating across Growth, Product, and Finance stakeholders

Annual & Quarterly Planning

• Lead the Self Serve FY planning cycle — building the financial model, growth assumptions, and quarterly seasonality adjustments that inform Slack's Self Serve revenue plan

• Develop and maintain FX factor calculations and target-setting frameworks across New ACV, Expansion ACV, and Attrition dimensions

• Build quarterly growth builds that identify the bridge between baseline run-rate and FinPlan targets, decomposing the gap across PDE and GTM-driven initiatives

• Own FY27 Self Serve targets and operating plan, translating high-level goals (e.g., 95K new logos, 96% of all Slack new logos) into segment-level execution frameworks

• Develop quarterly seasonality adjustment models to inform planning accuracy and forecast guardrails

Product Strategy & GTM Alignment

• Serve as the Self Serve strategy lead on cross-functional product and GTM initiatives — including SlackCRM, Slackbot AI, Starter Suite bundling, and single-channel guest monetization

• Define success metrics and financial targets for new product launches, including SlackCRM WAT (Weekly Active Teams) targets, self-serve ACV attribution frameworks, and new logo definitions

• Partner with Product, Growth, and Marketing to evaluate experiment collisions and their impact on Self Serve ACV goals — providing data-driven recommendations on prioritization trade-offs

• Develop product briefs and strategy documents on packaging and pricing decisions, including Starter Suite inclusion with Slack Business+, license provisioning models, and revenue attribution frameworks

• Contribute to V2MOM planning cycles, ensuring Self Serve metrics are properly represented and ladder up to Slack-wide growth goals

Data, Analytics & Reporting Infrastructure

• Own the Self Serve data pod — partnering with Data Engineering and BI teams to ensure the sales_metrics_load DAG and upstream data pipelines are flowing accurately and on schedule

• Build and maintain self-serve analytics capabilities for segment performance, including team-level ARR/AOV tracking by sales org hierarchy, annual vs. monthly billing mix analysis, and active team cohort segmentation

• Define and document key business metrics (AOV, ACV, NNAOV, Attrition, BAU, Transition) and ensure consistent application across reporting, forecasting, and planning workstreams

• Partner with Retention, Acquire & Activate, and Convert growth squads to provide the data infrastructure and metric frameworks that power the bi-weekly squad review cadence

• Develop custom Snowflake/ATS queries and dashboards to support ad hoc executive requests, territory analysis, and strategic deep dives

Cross-Functional Partnership & Stakeholder Management

• Act as the primary Self Serve BizOps point of contact for Growth Marketing, Product Management, Finance/APM, and GTM leadership — synthesizing inputs across teams into a single, coherent view of Self Serve business health

• Partner with Product and Growth leads on GTM strategy for new initiatives, including downmarket CRM expansion, Slackbot AI monetization, and invoice-to-self-serve conversion

• Support executive-level business reviews (self-serve-exec channel updates, Salesforce Business Reviews, Marc-level metrics briefings) with accurate, timely, and well-contextualized performance data

• Manage escalations related to data pipeline failures, forecast discrepancies, and cross-functional alignment gaps with urgency and clear communication

• Contribute to Growth squad transformation — enabling single-threaded accountability across 10+ orgs by building the shared input metric frameworks that all squads operate against

Qualifications

• 6+ years of experience in business operations, sales/revenue strategy, product strategy, or analytical roles within a SaaS or technology company

• Deep understanding of PLG (product-led growth) and self-serve SaaS business models, including familiarity with metrics such as ACV, NNAOV, AOV, Attrition, BAU, and new logo economics

• Proven ability to own complex financial models and forecast processes end-to-end, from data collection through executive communication

• Strong analytical and quantitative skills — comfortable working with Snowflake, ATS/analytics platforms, Google Sheets, and building data models that drive strategic decisions

• Experience partnering across Product, Marketing, Finance, and Engineering teams to drive business outcomes

• Excellent communication skills — ability to distill complex data and business dynamics into clear, crisp narratives for senior leadership

• Experience with annual planning cycles, including target-setting, seasonality modeling, and gap-to-plan analysis

• MBA or equivalent experience preferred

Key Competencies

• Analytical Rigor — Deep comfort with data infrastructure, forecasting models, and business performance analytics; ability to build scalable, accurate frameworks from complex, ambiguous data

• Business & Financial Acumen — Strong grasp of SaaS revenue mechanics, PLG growth levers, and the interplay between product experiments, pricing, and financial outcomes

• Strategic Communication — Exceptional ability to synthesize data into compelling, executive-ready narratives across weekly forecasts, quarterly reviews, and ad hoc leadership requests

• Cross-Functional Influence — Proven track record of driving alignment across Growth, Product, Finance, and GTM teams without direct authority

• Operational Excellence — Ability to build and run the rhythm of the business — forecasts, reviews, planning cycles — with consistency, accuracy, and accountability

• Product Intuition — Comfort partnering with Product and Engineering on GTM strategy, experiment design, metric definition, and packaging/pricing decisions

• Intellectual Curiosity — Proactive in identifying emerging trends (e.g., AI's impact on team size, SMB market dynamics, downmarket CRM opportunity) and translating them into strategic recommendations

Unleash Your Potential

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $150,100 - $227,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $180,200 - $247,900 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.