Zendesk · 1 day ago
CX Programs Manager
Texas, United States
Full-time
Hybrid
Mid, Senior Level
$113K/yr - $169K/yr
5+ years expZendesk is the industry-leading, AI-driven customer experience platform focused on customer obsession and success. The CX Programs Manager will ensure efficient and effective delivery of customer success services and lead transformational initiatives to enhance customer value and product adoption.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
Responsibilities
Ensure the core CX delivery teams — e.g., Customer Success, Professional Services, Renewals — are efficiently & effectively delivering value & outcome-driven services to customers throughout the customer’s journey
Enable the Zendesk team to accelerate product adoption and raise the bar for the customers’ overall Zendesk experience — through the application of high-value customer health processes and product adoption frameworks
Reinforce CX delivery excellence across the company to accelerate our customers’ success and Zendesk’s growth
Support and deliver assigned CX cohorts and projects for Zendesk’s customers, focusing on customer health, adoption, and value – this spans high, medium, scaled and digital touch programs
Coordinate the maintenance of program(s) documentation and provide regular status updates on progress and outcomes to stakeholders
Develop actionable, value-driven frameworks, standards, processes and best practices that enable customer success, expanded relationships and growth for Zendesk
Lead and execute cross functional transformation initiatives aimed at improving customer health, product adoption, customer value realization, retention and growth
Lead and run recurring cross functional CX delivery excellence programs — e.g., global risk programs, regional heal desks, digital success programs, customer journey optimization, etc
Implement Best Practices by applying established CX standards, playbooks, and best practices to program delivery for enterprise customers
Qualification
Required
5+ years experience in CX/GTM delivery, Strategy & Operations or similar
Customer Success, Professional Services, Renewals and Consulting experience is value adding, but neither required or sufficient alone
Must understand industry best practices in CX service delivery and apply those best practices to drive operational excellence and transformation across a complex global function
Expertise in state of the art customer success concepts and principles — including segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, risk management & mitigation processes
Track record of succeeding in complex, multi-product enterprise technology firms with global go-to-customer operations
Experience running cross functional change-the-business continuous improvement initiatives and global run-the-business programs
Financial acumen and the ability to do foundational quantitative analysis and forecasting
Strong interpersonal and influencing skills, with the ability to work at multiple levels of an organization (e.g., CXO to individual CSM or renewals manager)
Demonstrated experience in data analysis and reporting, with a strong ability to translate complex data into streamlined operations, build custom reports, analyze data effectively, and deliver actionable insights and recommendations
Proven ability to learn new technology/software solutions and link software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and outcomes for customers
Bachelor degree in computer science, information sciences & technology, engineering or business is ideal
Preferred
Experience with tools like SFDC, Gainsight, Zendesk, Tableau, Looker, Gong, Clair is preferred
Benefits
Bonus
Benefits
Related incentives
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5001-10000 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
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (69)
2023 (37)
2022 (92)
2021 (93)
2020 (44)
Funding
Current Stage
Public CompanyTotal Funding
$85.5MKey Investors
RedpointMatrixBenchmark
2022-11-22Private Equity
2022-06-24Acquired
2019-09-18Grant
Leadership Team
Mikkel Asger Svane
CEO and Co-Founder
Adrian McDermott
CTO
Recent News
Small Business Trends
2026-01-04
Small Business Trends
2025-12-25
2025-12-20
Company data provided by crunchbase