200+ applicants

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Company

Original Job Post

Zendesk · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

$105K/yr - $157K/yr

5+ years exp

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Customer ServiceData Management

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Responsibilities

Build and foster strong relationships with SMB/Commercial customers to drive expansion and minimize churn.

Develop a deep understanding of customer's objectives and collaborate to build a joint success plan.

Apply technical knowledge of Zendesk platform to support customer's success plan and remove blockers.

Engage with customers regularly based on touchpoint framework.

Analyze customer's product usage data and take actions to improve product adoption and reduce churn.

Collaborate with account teams and executives to accelerate customer's time-to-value journey.

Assess and document customer's success journey with Zendesk via Gainsight.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer successAccount managementStrategic consultingSaaSCRMLookerTableauData analysisEnterprise architectureCustomer supportTechnology deploymentMarket orientationSoftware proficiencySubscription servicesBusiness value articulationStakeholder managementCustomer insightsPriority managementExpansion strategiesSMB/Commercial accounts managementZendesk knowledgeProblem-solvingCritical thinkingCommunicationPresentationLeadershipConfidenceCollaborationInfluenceInspire

Required

Experienced in managing SMB/Commercial-level accounts.

A proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required.

Well-versed in software and subscription services with excellent customer, partner, and market orientation.

Strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.

Ability to understand the business requirements and help customers with best practices and the right next action.

Ability to articulate business value to various stakeholders within customer organizations including IT and business leaders.

Possess strong leadership and collaboration skills, and the ability to influence and inspire cross-functional teams including Sales, Renewals, and technical roles.

Functional knowledge of technology deployment applications and overall Enterprise architecture required, and familiarity with Customer Support/CX (industry and technology).

Strong analytical skills, including experience with Looker, Tableau, or similar software, and experience turning data into insights to fuel your ideas.

Self-starter who thrives in both collaborative and autonomous environments.

5+ years of relevant work experience in customer-facing Customer Success, Account Management, or strategic consulting roles. SaaS experience required.

Track record of managing up to 40 Commercial accounts

Have used CRM or Customer Success software such as SFDC and Gainsight to prioritize and manage accounts.

Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams.

Experience in a demanding role that requires strong leadership, committed priority management, and high emotional intelligence.

Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams.

Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers.

Applied domain/technical knowledge of CX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. Zendesk knowledge is a bonus.

High-level understanding of enterprise architecture principles and familiarity with the IT application landscape common amongst Enterprise companies.

Completed Bachelor’s Degree or equivalent career experience.

Company

Zendesk

Glassdoor

3.7

Zendesk develops a customizable customer service platform for organizations.

Founded in 2007

San Francisco, California, USA

5,001-10,000 employees

http://zendesk.com

H1B Sponsorship

Zendesk has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (30)

2022 (68)

2021 (113)

2020 (53)