200+ applicants
Zendesk · 2 days ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
$141K/yr - $211K/yr
8+ years exp
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Responsibilities
Build and foster strong relationships with your portfolio of up to 30 Mid-Market & Enterprise customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation and demonstrable business value to their end business users.
Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.
Develop and apply domain/technical knowledge of the Zendesk platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
Engage regularly with customers based on our touchpoint framework (i.e. user shadowing, strategic discovery, executive business reviews, and roadmap presentations).
Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn.
Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)
Regularly assess, plan, and document your customer’s success journey with Zendesk via Gainsight.
Mentor and coach team members based on prior experience and best practices.
Contribute to projects that impact all Zendesk customers (events, best practices, etc).
Willing and able to travel domestically up to 25%, and easily visit customers in the Western US region.
Qualification
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Required
Experienced in managing Mid-Market and/or Enterprise level accounts.
Possess an executive presence, especially when presenting to an executive audience and have the ability to hold and engage their attention in the room.
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.
8+ 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 30 Mid-Market / Enterprise 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.
Preferred
Experience in Product Management or technical/business consulting roles attributing to technical delivery management or/program management for large, complex and global strategic customers preferred.
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5,001-10,000 employees
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)
Funding
Current Stage
Public CompanyTotal Funding
$85.5MKey Investors
RedpointMatrixBenchmark
2022-06-24Acquired· by Hellman & Friedman ($10.2B)
2019-09-18Grant· Undisclosed
2014-07-23Secondary Market· Undisclosed
Leadership Team
Mikkel Asger Svane
CEO and Co-Founder
Alexander Aghassipour
Co-Founder
Recent News
2024-05-15
Dynamic Business
2024-04-19
2024-04-18
Company data provided by crunchbase
