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 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 development
  
• Skilled at risk mitigation, value realization delivery and mentoring and developing talent
  
• Ownership of forecasting, team pacing, performance management, and continuous team improvement
  
• Regional leadership in parts of AMER and LATAM
  

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 experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management
  
• 8+ years of total work experience
  
• 3+ years of experience in Customer Success
  
• 3+ years of hands-on experience with Zendesk and other CX tools
  
• Experience in 1:1 and 1:many customer engagements both from a delivery and design perspective
  
• A strong track record of exceeding targets and top performance
  
• Experience and a skill set with Gainsight, SFDC, Outreach, Zendesk, Tableau
  
• Experience in designing comprehensive employee onboarding, training, and mentoring programs and strategies
  
• Proven ability to mentor and develop teams to achieve and surpass goals
  
• Strong 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 degrees
  
• Experience working across large and small customers, ranging from <5K to 500K+ in ARR
  
• High EQ, comfortable in ambiguous situations, a bias for action and ability to take initiative, ownership and responsibility
  
• A strong ability to understand business objectives and and present solutions effectively
  
• A passion for continuous improvement and delivering positive customer experiences
  
• This 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.
  

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.

The US annualized OTE (On Target Earnings) range for this position is $142,000.00-$214,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.
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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 peopleandplaces@zendesk.com with your specific accommodation request.