Job Description
The Customer Success Manager is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting-edge Zendesk solutions. It is an exciting customer facing role that puts you at the forefront of applying cutting edge customer and employee service platforms and advanced AI to enable our customers to empower, service and accelerate their end customers’ businesses.
The overarching objective of the CSM is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk. This role will work across a customer’s organization, from a CXO-level down to senior customer experience leaders and to the administrators running Zendesk solutions. When our customers realize value and succeed, Zendesk succeeds – and the CSM is a key enabler of our customers’ success and Zendesk’s company growth aspirations.
To achieve these goals, the mission of the CSM team will be to:
* Deliver outcome-driven engagement throughout the customer’s journey using Zendesk solutions – from onboarding, to success planning, through product adoption and value realization
* Remove obstacles to product adoption and raise the bar for the overall Zendesk customer experience throughout the customer journey
* Be the change agent force that continuously advocates for and on behalf of the customer, providing actionable, customer-driven feedback to the Zendesk ecosystem
JOB RESPONSIBILITIES
* Overarching objectives of the role include the following:
* Proactive customer health management through intentional, outcome-driven customer engagement
* Product adoption acceleration and customer value realization
* Cultivating, strengthening, and accelerating growth of Zendesk customer relationships
To deliver on those three overarching objectives, CSMs will collaborate closely with Zendesk customers and colleagues on the following:
* Delivering a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible — from onboarding, to success planning, to adoption roadmaps, to recurring outcome-driven engagement, to customer value and outcome realization.
* Driving, enabling and removing obstacles to adoption of Zendesk’s product suite, providing prescriptive best practices, resources, expertise and continuously linking customer adoption to quantified/qualified customer value & business outcomes.
* Tirelessly advocating for the Zendesk customer across the ecosystem, including bringing prioritized & data-driven customer feedback and insight back into the Zendesk product development team
* Delivering a heightened customer experience through proactive engagement and communication with the customer, both written and verbal.
* Forging tight relationships with the rest of the Zendesk customer account team — including sales, customer support, professional services, renewals, and marketing.
* Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects
In addition to core customer-facing responsibilities above, CSMs must also be able to:
* Understand all aspects of overall customer health and know how to proactively manage health – taking into factors such as success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and customer experience-metrics
* Ability to learn and understand new software solutions in the customer experience space. Previous experience in the customer experience space ideal.
* Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer’s overall health.
* Regular travel to customer locations or site visits is expected for this role at a 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 Spanish preferred;
* Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
* Previous experience leveraging leading customer success tools (e.g., Gainsight, etc.) as an integral part of a daily routine engaging with your customers
* Track record of learning new technology/software solutions and linking software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and outcomes for customers
* Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus
* Ability to explain and demonstrate the value of AI to both technical and non-technical stakeholder
* Proven ability to multi-task and perform program/project management activities to ensure multiple customers are progressing against success plans and outcomes.
* Strong interpersonal skills, with the ability to influence at multiple levels (e.g., CXO to Director to Administrator) across the customer’s organization and across multiple functions (e.g., Sales, Professional Services, Customer Support, Product Management and Engineering) within Zendesk
* Ability to do foundational quantitative analysis and basic churn forecasting
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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.