Customer Success Strategy & Operations Manager

Job Description

The Customer Success Strategy & Automation Team at Zendesk accelerates customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at global scale. We do this through tooling, automation, processes and enablement—all in service of our goal of delivering best-in-class customer experience.
 

We are seeking a Customer Success Strategy & Ops Manager to oversee and optimize our Customer Success technology stack, with a primary focus on Gong and Gainsight platforms. This role is pivotal in enhancing our customer engagement strategies, ensuring seamless integration between systems, and driving data-informed decisions to support our FY2025 objective of driving best-in-class GRR. 

Responsibilities:

• Set the strategy for how we use Gainsight, document requirements, and work with our IT admins to execute on them 

• Identify areas for improvement in our workflow and design solutions that drive efficiency for our CSMs and CS Leaders

• Design and implement automated workflows within Gainsight and Gong to support customer success initiatives.

• Collaborate with cross-functional teams to align system processes with business objectives

• Create and maintain dashboards and reports that provide actionable insights into customer behavior, CSM skills, and areas of opportunity. 

• Analyze data trends to identify opportunities for improving customer retention and satisfaction

• Build strong partnerships with CS Leadership to ensure alignment across initiatives

• Partner closely with Enablement to identify areas of opportunity for the CS Team and influence the roadmap

• Work with Enablement to develop training materials and live sessions for Customer Success teams on effectively using Gainsight and Gong

• Provide ongoing support to users, addressing questions and ensuring adherence to best practices

 

Qualifications:

• 3+ years of experience in Customer Success Operations or a similar role, with hands-on experience managing Gainsight and Gong platforms

• Proven track record of implementing and optimizing customer success tools and processes

• Proficiency in configuring and administering Gainsight and Gong, including setting up integrations and automated workflows

• Strong analytical skills with the ability to interpret complex data sets and translate findings into actionable strategies

• Familiarity with CRM (Salesforce) and data visualization tools (e.g., Tableau, Looker)

• Excellent communication and collaboration skills, with the ability to work effectively across teams

• Strong problem-solving abilities and attention to detail

• Ability to manage multiple projects simultaneously and meet deadlines

 

This is a high-impact role at the intersection of technology and customer value. You’ll directly enable Zendesk’s Customer Success team to engage smarter, faster, and more proactively — helping us retain and grow our customer base in 2025 and beyond.

Where We Work

Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

The US annualized base salary range for this position is $87,000.00-$131,000.00. 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,