Customer Success Manager

Job Description

As a Customer Success Manager in our Global Scaled Customer Success organization, you will serve as the primary post-sale point of contact for a diverse cohort of clients. You will work nimbly across different customer segments, delivering 1:1 engagements and 1:Many webinar events to ensure our customers derive maximum value. By acting as a strategic partner, you will drive product adoption, articulate clear ROI, and ensure our customers are happily growing with Zendesk for the long term.

What you’ll be doing

• Drive Product Adoption: Use deep product knowledge to increase the utilization of Zendesk features, guiding customers toward specific business results and maximum ROI.

• Consultative Discovery: Deliver 1:1 engagements through comprehensive discovery and expert recommendations to optimize cus-tomer success.

• Scaled Engagement: Facilitate weekly online 1:Many webinar events and produce short videos to convey intricate concepts to a large cohort of customers.

• Cross-Functional Collaboration: Partner with Zendesk Advocacy, Sales, Renewals, and Professional Services to ensure a unified and successful customer journey.

• Risk & Growth Management: Leverage data and insights to forecast renewals, mitigate risk, and identify expansion opportunities like upselling and cross-selling.

• Technical Guidance: Provide consultation, demos, and guidance on advanced product features and integrations for both new and long-tenured customers.

• Continuous Innovation: Build outreach campaigns via email and video, while testing and iterating on innovative ways to deliver the best customer experience.

What you bring to the role

• Customer Ownership: A proven track record of taking accountability for customer outcomes and proactively driving value.

• Agility & Dynamism: The ability to work nimbly in a landscape that challenges you and changes shape.

• Analytical Capability: Skilled in using tools like SFDC, Gainsight, Tableau, and Zendesk to interpret customer data and health metrics.

• Technical Aptitude: A natural curiosity for diving into new software systems and the ability to convey technical information to both beginners and developers.

• Communication Excellence: Strong written and oral communication skills with the ability to map solutions to business objectives in a crisp, compelling manner.

• Growth Mindset: A drive for continuous improvement and a desire to learn and grow within a global, multicultural team.

Basic Qualifications

• Experience: Typically requires 5–8 years of related experience in Customer Success, Account Management, or a similar customer-facing role.

• Problem Solving: Ability to resolve a wide range of issues in creative and effective ways.

• Supervision: Comfortable receiving little instruction on day-to-day work and managing assignments independently.

Preferred Qualifications

• Education: Bachelor's degree in a relevant field such as Business, Engineering, or Computer Science.

• SaaS Expertise: Previous experience in go-to-market roles within enterprise technology or AI-powered solutions.

• Tools: Proficiency with customer success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce).

#LI-MJ1

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.