Customer Success Manager

Job Description

The CCaaS CSM Specialist is a dynamic advisory role responsible for ensuring customers rapidly achieve business outcomes using Zendesk’s Contact Center as a Service (CCaaS) capabilities. This is a specialized function within the Customer Success organization, focused on driving adoption, optimization, and measurable value from our CCaaS solutions. The overarching objective of the CCaaS Specialist is to help customers transform their contact center operations, realize ROI from Zendesk’s CCaaS platform, and strengthen long-term relationships that contribute to customer retention and growth. This role works across customer organizations – from executives responsible for service strategy to operations leaders, administrators, and IT teams – while partnering closely with Zendesk Core CSMs, Professional Services, Sales, and Product and more. 

Mission of the CCaaS Specialist Team

• Accelerate CCaaS adoption and time-to-value through outcome-driven engagement

• Act as the subject matter expert and trusted advisor for contact center modernization and CX transformation

• Align Zendesk for Contact Center feature adoption to the wider CX strategy, including integrations with the wider Zendesk suite

• Partner with core CSMs to embed CCaaS expertise into account success planning and execution

Key Responsibilities

• Drive Adoption & Outcomes: Be the CCaaS product expert, helping customers implement and optimize capabilities such as routing, inbound and outbound call strategies, IVR and automated experiences, Call Center wallboards and analytics, and AI-infused agent experiences such as co-pilot and VoiceAI.

• Customer Advisory: Lead outcome-driven engagements, including workshops, share best practice, success planning, and health checks, to ensure customers adopt best practices and realize measurable business value (e.g., reduced handle time, improved CSAT, cost-to-serve savings).

• Partnership with CSMs: Serve as the CCaaS specialist aligned to the broader CSM account team, embedding contact center expertise into overall customer success plans.

• Onboarding & Enablement: Partner with Professional Services during onboarding to ensure contact center requirements are understood, objectives are clearly defined, and time-to-value is minimized.

• Advocacy & Feedback Loop: Act as the voice of the CCaaS customer internally, surfacing insights and prioritized feedback to influence Product, Engineering, and GTM teams. Escalate support and advocacy challenges early.

• Value Realization: Connect CCaaS adoption to customer outcomes, leveraging benchmarking, data storytelling, and quantified ROI to reinforce renewal and expansion discussions.

• Cross-Functional Collaboration: Work hand-in-hand with Sales, Renewals, and Services to identify opportunities, mitigate risks, and drive retention and growth within the CCaaS customer base.

• Responsible for preparing and delivering Quarterly Business Reviews (QBRs) to key customers, focusing on the value and ROI of their CCaaS implementation.

Qualifications

• 5+ years of experience in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS, preferably in Contact Center or CCaaS platforms

• Deep understanding of contact center operations and KPIs (e.g., AHT, FCR, CSAT, occupancy, cost-to-serve) and ability to translate platform capabilities into operational improvements

• Proven track record of driving adoption of SaaS platforms, preferably in customer engagement or contact center technology

• Strong consultative and advisory skills; ability to engage credibly with CX executives, service operations leaders, and technical admins

• Ability to explain and demonstrate the business value of CCaaS to both technical and non-technical stakeholders

• Strong interpersonal and influencing skills across levels and functions, both within the customer’s organization and internally at Zendesk

• Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools (e.g., Gainsight). Knowledge of AWS technologies and Amazon Connect would be viewed favorably.

• Bachelor’s degree in business, information systems, or a related field preferred

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Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packe