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.
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
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’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 position is based in Austin, TX and requires 3+ days in office per week
This is a great opportunity if you’re looking for an opportunity to grow, learn and drive positive experiences for customers.
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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 $105,000.00-$157,000.00 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.
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