Zendesk, Inc.
Manager, Customer Success
Zendesk, Inc., Austin, Texas, us, 78716
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.Job Description
As a Manager in the Global Scaled Customer Success organization, your responsibility is to lead a team of CSMs focused on driving customer experience, adoption, optimization and retention. This role requires a blend of team leadership, hands-on engagement, strategic thinking and operational rigor. You’ll need to be a systematic thinker, comfortable with data, building hypotheses and operationalizing strategies to execution. You’ll need a skill set both in direct customer engagement, scaled 1:many program development and leadership, and digital program development and leadership as our customer base is diverse and distributed.Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.A day in the life of a Manager, Customer Success:Team leadership of 8+ direct reports ensuring the team is supported, developing and surpassing KPIsCollaboration across the Global Scaled Customer Success org, cross functional teams like Sales, Renewals, Marketing and StrategyParticipation in Leadership meetings, strategic planning and goal setting around 1:1 and 1:many engagementsOwnership of the team’s performance and developmentSkilled at risk mitigation, value realization delivery and mentoring and developing talentOwnership of forecasting, team pacing, performance management, and continuous team improvementRegional leadership in parts of AMER and LATAMYour background:You have experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management8+ years of total work experience3+ years of experience in Customer Success3+ years of hands-on experience with Zendesk and other CX toolsExperience in 1:1 and 1:many customer engagements both from a delivery and design perspectiveA strong track record of exceeding targets and top performanceExperience and a skill set with Gainsight, SFDC, Outreach, Zendesk, TableauExperience in designing comprehensive employee onboarding, training, and mentoring programs and strategiesProven ability to mentor and develop teams to achieve and surpass goalsStrong analytical and problem solving skills; comfortable using data to drive decision making and have systematic problem solving approaches, typically developed from technical, engineering, or administration type educational degreesExperience working across large and small customers, ranging from
High EQ, comfortable in ambiguous situations, a bias for action and ability to take initiative, ownership and responsibilityA strong ability to understand business objectives and present solutions effectivelyA passion for continuous improvement and delivering positive customer experiencesThis role requires the ability to lead multiple regions, likely in AMER and LATAM. Bilingual fluency in English and Portuguese are preferred.This position is based in Austin, TX and requires 3+ days in office.About Zendesk - Champions of Customer ServiceZendesk 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.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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.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.
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Candidate Privacy Notice
.Job Description
As a Manager in the Global Scaled Customer Success organization, your responsibility is to lead a team of CSMs focused on driving customer experience, adoption, optimization and retention. This role requires a blend of team leadership, hands-on engagement, strategic thinking and operational rigor. You’ll need to be a systematic thinker, comfortable with data, building hypotheses and operationalizing strategies to execution. You’ll need a skill set both in direct customer engagement, scaled 1:many program development and leadership, and digital program development and leadership as our customer base is diverse and distributed.Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.A day in the life of a Manager, Customer Success:Team leadership of 8+ direct reports ensuring the team is supported, developing and surpassing KPIsCollaboration across the Global Scaled Customer Success org, cross functional teams like Sales, Renewals, Marketing and StrategyParticipation in Leadership meetings, strategic planning and goal setting around 1:1 and 1:many engagementsOwnership of the team’s performance and developmentSkilled at risk mitigation, value realization delivery and mentoring and developing talentOwnership of forecasting, team pacing, performance management, and continuous team improvementRegional leadership in parts of AMER and LATAMYour background:You have experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management8+ years of total work experience3+ years of experience in Customer Success3+ years of hands-on experience with Zendesk and other CX toolsExperience in 1:1 and 1:many customer engagements both from a delivery and design perspectiveA strong track record of exceeding targets and top performanceExperience and a skill set with Gainsight, SFDC, Outreach, Zendesk, TableauExperience in designing comprehensive employee onboarding, training, and mentoring programs and strategiesProven ability to mentor and develop teams to achieve and surpass goalsStrong analytical and problem solving skills; comfortable using data to drive decision making and have systematic problem solving approaches, typically developed from technical, engineering, or administration type educational degreesExperience working across large and small customers, ranging from
High EQ, comfortable in ambiguous situations, a bias for action and ability to take initiative, ownership and responsibilityA strong ability to understand business objectives and present solutions effectivelyA passion for continuous improvement and delivering positive customer experiencesThis role requires the ability to lead multiple regions, likely in AMER and LATAM. Bilingual fluency in English and Portuguese are preferred.This position is based in Austin, TX and requires 3+ days in office.About Zendesk - Champions of Customer ServiceZendesk 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.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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.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.
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