Customer Success Manager, German Speaker

Job Description

As a Customer Success Manager in the Global Scaled Customer Success organization, your responsibility is to work nimbly across different sizes and segments of customers, delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating 1:Many webinar events, and 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.   

Fluent in German and English is essential for this role. This position is based in Lisbon and requires 3+ days in office per week.

A day in the life of a Scaled CSM: 

• Working across a large cohort of different types of customers. One day you may be helping a small Retail customer optimize their CX Messaging and the next you’re delivering a recommendation to a larger Enterprise organization 

• You’ll work cross functionally with Zendesk Advocacy/Support, Sales, Renewals, Professional Services and more. 

• You’ll leverage data and insights to shape your approach, inform your discovery, and bolster your recommendations 

• You’ll help forecast and mitigate risk, ensuring growth, and drive customer satisfaction 

• You will work with customers to provide consultation, demos and standard processes on Zendesk product capabilities for quick wins

• Provide guidance on advanced product features and integrations.

• You’ll develop a deep understanding of Zendesk’s products and have the ability to demo them to customers who are early in their adoption journey and customers who have a long tenure with Zendesk

• As a group, we host weekly online events that let customers get to know us while they learn alongside their peers.

• We produce short videos that convey intricate concepts in an easily digestible way.

• We build outreach campaigns - usually via email & video - that entice customers to engage with us and realize the value of our partnership.

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 3+ years experience working in Customer Success or Account Management 

• Fluent in German and English

• You have experience identifying business objectives and mapping solutions, in a thorough, compelling but crisp manner 

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

• You have experience and interest in diving into new products and software systems and can quickly learn and understand how new products work and how customers can get value out of them

• Written and oral communication skills - You must be able to convey technical information from beginner level users to developers when engaging with customers

• You’re data driven and have experience with tools like SFDC, Gainsight, Tableau and Zendesk.  

• You’re not satisfied with the status quo and you’re driven by continuous improvement and positive customer experiences 

This is a great opportunity if you’re looking for an opportunity to grow, learn and drive positive experiences for customers. 

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.

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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 rem