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