Manager, Customer Success

Job Description

 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. 

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 Coordination

• You have 3+ years of hands-on experience with Zendesk and other CX tools 

• You have 3+ years of experience in Customer Success 

• You have 1+ years of people leadership experience in a Management role 

• 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 

• 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  

• You’re dynamic, agile and nimble. You want a landscape that challenges you and changes shape vs. remains static 

• A passion for continuous improvement and delivering positive customer experiences 

This position is based in Austin, TX and requires 3+ days in office.  

The US annualized OTE (On Target Earnings) range for this position is $147,000.00-$221,000.00 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.

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-o