Overview
Customer Success Manager - German speaker. Join to apply for the Customer Success Manager - German speaker role at Zendesk.
The Customer Success Manager German Speaker is a dynamic customer advisory role responsible for helping customers achieve business outcomes as quickly as possible using Zendesk solutions. It is a customer‑facing role that leverages Zendesk’s customer and employee service platforms and AI to enable customers to empower, service, and accelerate their end customers’ businesses.
The overarching objective is for Zendesk customers to realize value from their investment. The CSM works across a customer’s organization, from CXO level to senior leaders and administrators managing Zendesk solutions. When customers succeed, Zendesk succeeds, and the CSM enables that success and growth.
Responsibilities
* Deliver outcome-driven engagement throughout the customer journey using Zendesk solutions—from onboarding, to success planning, to product adoption and value realization.
* Remove obstacles to product adoption and elevate the overall Zendesk customer experience.
* Advocate for the customer, providing actionable, customer‑driven feedback to the Zendesk ecosystem.
Job Responsibilities
* Proactive health management through outcome-driven customer engagement.
* Product adoption acceleration and customer value realization.
* Grow Zendesk customer relationships.
Collaboration
* Deliver world‑class customer experience focused on value realization, from onboarding to adoption roadmaps and ongoing engagement.
* Drive and enable adoption of Zendesk’s product suite, providing best practices and linking adoption to measured value and outcomes.
* Advocate for customers across the ecosystem, feeding prioritized, data‑driven feedback back to product teams.
* Maintain proactive, clear customer communication (written and verbal).
* Collaborate with the Zendesk account team (sales, support, professional services, renewals, marketing).
* Develop relationships with customer leaders at all levels—CIOs, business leaders, IT professionals, and architects.
Additional capabilities
* Understand overall customer health and proactively manage it based on success plans, relationship strength, product usage, engagement, NPS, and related metrics.
* Learn and understand new software solutions in the customer experience space; prior experience is ideal.
* Track engagements and provide ongoing health intelligence for accounts.
* Regular travel to customer locations is expected (minimum 40%).
Qualifications
* Bachelor degree in computer science, information sciences & technology, engineering or business.
* Minimum of 4+ years of related experience in Customer Success / Experience.
* Fluency in German and English, able to communicate professionally in both languages.
* Experience in enterprise technology / SaaS in go-to-customer roles (customer success, professional services/consulting, technical account management, or pre-sales).
* Experience with leading customer success tools (e.g., Gainsight) as part of daily customer engagement.
* Track record of learning new technology and linking software to customer use cases and business value.
* Experience with AI-powered solutions in customer-facing roles is a plus; ability to explain AI value to technical and non‑technical stakeholders.
* Ability to multi-task and manage programs/projects across multiple customers and success plans.
* Strong interpersonal skills to influence at multiple levels across the customer’s organization and Zendesk teams.
* Ability to perform basic quantitative analysis and churn forecasting.
Hybrid: This role combines onsite presence with remote work flexibility. Attendance at a local office part of the week is required; exact in‑office schedule will be determined by the hiring manager.
Company and Diversity
The Intelligent Heart Of Customer Experience
Zendesk software brings calm to the chaotic world of customer service and powers billions of conversations with brands. Zendesk is committed to a fulfilling and inclusive experience, with hybrid work options and global offices. We are an AA/EEO/Veterans/Disabled employer. We provide reasonable accommodations for applicants with disabilities upon request.
For accommodations, please email peopleandplaces@zendesk.com with your request.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
* Industries: Software Development
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