Manager, Customer Success

Job Description

About Zendesk:

At Zendesk, we’re dedicated to fostering an environment that nurtures growth, innovation, and meaningful connections with our customers. As we continue to enhance our Global Scaled Customer Success team, we are looking for a passionate Team Manager to lead our entry-level Scaled Customer Success Associates, guiding them as they help customers unlock the full potential of Zendesk's solutions.

Role Overview:

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.

Key Responsibilities:

• Team Leadership: Recruit, train, and manage a high-performing team of early-career Customer Success Associates. Foster a culture of collaboration, accountability, and continuous improvement.

• Performance Management: Set performance goals and KPIs for team members, regularly assess performance, provide constructive feedback, and conduct performance reviews.

• Coaching and Development: Deliver individualized coaching and career development opportunities, helping team members enhance their technical and interpersonal skills to succeed in customer-facing roles.

• Customer Engagement Strategy: Collaborate with associates to shape approaches for engaging with a diverse range of customers, including small retail businesses and larger enterprises, ensuring alignment with customer goals.

• Cross-Functional Collaboration: Act as a liaison between the Customer Success team and other departments, including Sales, Advocacy, and Professional Services, to enhance the customer experience and ensure seamless handoffs.

• Data-Driven Insights: Utilize analytic tools like Salesforce, Tableau, and Zendesk analytics to monitor team performance, track customer engagement trends, and identify areas for improvement.

• Resource Development: Direct the creation of scalable resources such as best-practice guides, webinars, and educational content to facilitate customer success at scale.

• Mentorship and Support: Leverage your experience to support new associates through mentorship programs, ensuring they have the guidance needed to excel in their roles.

• Foster a Growth Mindset: Create an environment where team members feel empowered to take risks, embrace challenges, and continuously adapt to meet the evolving needs of customers.

Who You Are:

• Experience: Minimum of 3 years of experience managing a team, preferably in customer success, sales, or related fields. Experience managing early-career professionals is a plus.

• Communication Skills: Excellent written and verbal communication skills, capable of conveying technical concepts effectively to diverse audiences.

• Proactive Mindset: A self-starter who is poised to take on challenges and adapt to the dynamic nature of the tech industry.

• Customer-Centric Approach: A commitment to understanding customer needs and enhancing their experience through effective team management.

• Tech-Savvy: Interest in new products, software systems, and AI-driven solutions, with a desire to coach others in utilizing these tools effectively.

Why Zendesk?

At Zendesk, you will have the opportunity to lead a team that plays a critical role in shaping customer experiences. You’ll collaborate with a diverse group of talented individuals, gain exposure to cutting-edge technologies, and have a direct impact on our customers' success. If you’re passionate about empowering others and driving results, we’d love to hear from you!

Start Your Journey with Zendesk:

Join us in creating meaningful customer relationships and leading a team of associates to success. This is your opportunity to build a fulfilling career in a fast-paced technology environment. Apply today!

#LI-JF2

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-office schedule is to be determined by the hiring manager.