Customer Success Manager

Job Description

As a Customer Success Manager in the Global Scaled Customer Success organization, your responsibility is to work nimbly across different sizes and segments of customers, delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating 1:Many webinar events, and scaled campaigns. Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.   

This position is based in our Dublin office and requires 3 days in office per week.

A day in the life of a Scaled CSM: 

• Working across a large cohort of different types of customers. One day you may be helping a small Retail customer optimize their CX Messaging and the next you’re delivering a recommendation to a larger Enterprise organization 

• You’ll work cross functionally with Zendesk Advocacy/Support, Sales, Renewals, Professional Services and more. 

• You’ll leverage data and insights to shape your approach, inform your discovery, and bolster your recommendations 

• You’ll help forecast and mitigate risk, ensuring growth, and drive customer satisfaction 

• You will work with customers to provide consultation, demos and standard processes on Zendesk product capabilities for quick wins

• Provide guidance on advanced product features and integrations.

• You’ll develop a deep understanding of Zendesk’s products and have the ability to demo them to customers who are early in their adoption journey and customers who have a long tenure with Zendesk

• As a group, we host weekly online events that let customers get to know us while they learn alongside their peers.

• We produce short videos that convey intricate concepts in an easily digestible way.

• We build outreach campaigns - usually via email & video - that entice customers to engage with us and realize the value of our partnership.

The Scaled team is committed to continuous improvement, testing and iterating, and seeking innovative ways to work efficiently and to deliver the best customer experience possible. We’re a global team with members in AMER, EMEA, APAC and LATAM. We value hard work, candor, commitment to one another and our customers, and desire to learn and grow. 

Your background: 

• You have 3+ years experience working in Customer Success or Account Management 

• You have experience identifying business objectives and mapping solutions, in a thorough, compelling but crisp manner 

• You’re dynamic, agile and nimble. You want a landscape that challenges you and changes shape vs. remains static 

• You have experience and interest in diving into new products and software systems and can quickly learn and understand how new products work and how customers can get value out of them

• Written and oral communication skills - You must be able to convey technical information from beginner level users to developers when engaging with customers

• You’re data driven and have experience with tools like SFDC, Gainsight, Tableau and Zendesk.  

• You’re not satisfied with the status quo and you’re driven by continuous improvement and positive customer experiences 

This is a great opportunity if you’re looking for an opportunity to grow, learn and drive positive experiences for customers. 

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.

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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.

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 [email protected] with your specific accommodation request.