Manager, Customer Success

<h2>Job Description</h2><p></p><p><span>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.</span></p><p></p><p><b><b>Role Overview:</b></b></p><p><span>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.</span></p><p></p><p><b><b>Key Responsibilities:</b></b></p><ul><li><p>Team Leadership<span>: Recruit, train, and manage a high-performing team of early-career Customer Success Associates. Foster a culture of collaboration, accountability, and continuous improvement.</span></p></li><li><p>Performance Management: <span>Set performance goals and KPIs for team members, regularly assess performance, provide constructive feedback, and conduct performance reviews.</span></p></li><li><p>Coaching and Development:<span> Deliver individualized coaching and career development opportunities, helping team members enhance their technical and interpersonal skills to succeed in customer-facing roles.</span></p></li><li><p>Customer Engagement Strategy:<span> 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.</span></p></li><li><p>Cross-Functional Collaboration<span>: 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.</span></p></li><li><p>Data-Driven Insights:<span> Utilize analytic tools like Salesforce, Tableau, and Zendesk analytics to monitor team performance, track customer engagement trends, and identify areas for improvement.</span></p></li><li><p>Resource Development:<span> Direct the creation of scalable resources such as best-practice guides, webinars, and educational content to facilitate customer success at scale.</span></p></li><li><p>Mentorship and Support:<span> Leverage your experience to support new associates through mentorship programs, ensuring they have the guidance needed to excel in their roles.</span></p></li><li><p>Foster a Growth Mindset:<span> Create an environment where team members feel empowered to take risks, embrace challenges, and continuously adapt to meet the evolving needs of customers.</span></p></li></ul><p></p><p><b><b>Who You Are:</b></b></p><ul><li><p>Experience:<span> 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.</span></p></li><li><p>Communication Skills:<span> Excellent written and verbal communication skills, capable of conveying technical concepts effectively to diverse audiences.</span></p></li><li><p>Proactive Mindset:<span> A self-starter who is poised to take on challenges and adapt to the dynamic nature of the tech industry.</span></p></li><li><p>Customer-Centric Approach:<span> A commitment to understanding customer needs and enhancing their experience through effective team management.</span></p></li><li><p>Tech-Savvy:<span> Interest in new products, software systems, and AI-driven solutions, with a desire to coach others in utilizing these tools effectively.</span></p></li></ul><p></p><p><b><b>Why Zendesk?</b></b></p><p><span>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!</span></p><p></p><p><b><b>Start Your Journey with Zendesk:</b></b></p><p><span>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!</span></p><p></p><p><span>#LI-JF2</span></p><p></p><p></p><p></p><p><span>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.</span></p><p></p><p><b>The intelligent heart