Zendesk · 2 days ago
Employee Service (ES) Specialist - Customer Success
Texas, United States
Full-time
Hybrid
Senior Level
$158K/yr - $236K/yr
7+ years expZendesk is a company that provides customer service software solutions. The Employee Service (ES) Specialist is responsible for helping customers achieve value from Zendesk’s Employee Service solutions by driving adoption, optimizing workflows, and enabling customers to deliver internal service experiences for their employees.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
Responsibilities
Serve as the product and workflow expert for Employee Service in the post-sale org
Guide customers on best practices across ITSM/ITAM and broader ES use cases to ensure rapid adoption and measurable operational improvements
Connect ES adoption to business outcomes driving quantifiable value for customers
Lead workshops, success planning sessions, and value reviews focused on internal service maturity, workflow optimization, and ES capability expansion
Provide practical, actionable guidance to service leaders, IT administrators, HR/People Ops partners, and cross-departmental stakeholders
Act as the ES subject matter expert within account teams, helping Core CSMs identify risks, accelerate adoption, and elevate the customer’s internal service strategy
Support customers with expansion of additional ES use cases and internal service functions
Influence, develop, and help deliver 1:many digital engagement motions including webinars, campaigns, office hours, and self-serve content in partnership with Digital Programs
Partner with CX Enablement and CX Programs to ensure Core CSMs, Services, and internal teams have the knowledge, playbooks, and collateral to support ES customers effectively
Contribute to improving internal and customer-facing ES documentation, guides, and best practice materials
Work closely with Professional Services during onboarding to ensure ES requirements, SLAs, workflows, and cross-departmental needs are clearly defined
Partner with Product by providing insights, prioritized customer feedback, and trends that help shape the evolving ES roadmap
Collaborate with Sales and Renewals to help customers realize value that strengthens retention and expansion
Act as a voice of the customer for Employee Service needs and improvements
Highlight ROI through data-led insights, benchmarking, and operational storytelling
Support Quarterly Business Reviews or value sessions to demonstrate adoption progress and outcomes tied to ES use cases
Qualification
Required
7+ years of experience in Customer Success, ITSM/ITAM, IT Operations, HR Service Delivery, Professional Services, or Technical Account Management within enterprise SaaS
Strong understanding of internal service delivery models (IT, HR, Finance, Operations, and general Employee Experience teams)
Demonstrated experience driving adoption and optimization of SaaS platforms, ideally within ITSM/ITAM, service management, or employee experience tooling
Excellent advisory and consulting skills, with the ability to engage confidently across service leaders, technical administrators, and executive stakeholders
Strong communication, facilitation, and influencing abilities across both customer and internal teams
Experience with data storytelling, value mapping, and outcome-based customer engagement
Preferred
Familiarity with ITIL or internal service management frameworks
Bachelor's degree in business, information systems, computer science, or related field
Benefits
May also be eligible for bonus, benefits, or 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
Chief Technology Officer
Recent News
Index Ventures
2026-01-06
Small Business Trends
2026-01-04
Small Business Trends
2025-12-25
Company data provided by crunchbase