Customer Success Manager

Job Description

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.

This position is based in our Dublin office 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.

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

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.