Manager, Customer Success

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. The Team Manager for Scaled Customer Success will play a pivotal role in nurturing and developing early-career Customer Success Managers. With a focus on enhancing team performance and ensuring exceptional customer experiences, you will lead a diverse team of associates, providing mentorship, guidance, and strategic direction. This role requires a blend of team leadership, hands-on engagement, strategic thinking and operational rigor. You'll foster a positive, cohesive working environment where positive customer and employee experience are key. Your team will deliver 1:1 engagements through Discovery and Recommendation sessions, facilitate 1:Many webinar events, and help deliver on 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. A day in the life of a Manager, Customer Success: Team leadership of 8+ direct reports ensuring the team is supported, developing and surpassing KPIs Collaboration across the Global Scaled Customer Success org, cross functional teams like Sales, Renewals, Marketing and Strategy Participation in Leadership meetings, strategic planning and goal setting around 1:1 and 1:many engagements Ownership of the team's performance and developing Responsible for keeping the team of Associate CSMs engaged and motivated Proficient with tools like SFDC, Gainsight, Tableau, Outreach and Zendesk. Skilled at risk mitigation, value realization delivery and mentoring and developing talent Ownership of team pacing, performance management, and continuous team improvement 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.

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.