Zendesk · 11 hours ago
Customer Success Manager
United States
Full-time
Remote
Senior Level
$118K/yr - $178K/yr
5+ years expZendesk is revolutionizing the customer experience with its AI-powered Resolution Platform. The Customer Success Manager (CSM) role involves guiding customers to achieve their desired outcomes through product adoption and strategic partnerships, leveraging Zendesk’s advanced AI technologies.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
Responsibilities
Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle—from onboarding and outcome realization to renewal. You will be accountable for customer health, retention, and advocacy, always seeking new ways to add value
Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices. You’ll design and execute success plans, coordinate onboarding with Professional Services, and continuously optimize the customer experience
Champion product adoption and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities. You will partner with customers to articulate ROI, provide tailored adoption roadmaps, and celebrate success
Apply your technical understanding of Zendesk’s products and AI capabilities to advise customers on solution fit, configuration, and integration. You’ll serve as a knowledgeable guide for both technical and non-technical stakeholders, translating features into real-world value
Identify commercial opportunities within your accounts by maintaining commercial acumen—spotting whitespace for expansion, leading renewals based on demonstrated business impact, and driving revenue growth through strategic engagement
Use analytical capability to interpret customer data and health metrics, proactively uncover trends, and make informed recommendations. You’ll prioritize accounts, forecast renewals, and surface risks and opportunities using data-driven insights
Build strategic partnerships with customers by operating as a trusted advisor. You’ll facilitate long-term success planning, foster executive relationships, and collaborate cross-functionally to align on mutual goals and innovation
Qualification
Required
Must have a minimum of 5+ years of related experience in Customer Success / Experience
Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
Bachelor's degree in a relevant field (Business, Engineering, Computer Science, or similar)
Experience supporting and driving adoption of SaaS or AI-powered solutions in customer-facing roles
Ability to influence stakeholders at all organizational levels, both internally and externally
Proficiency with customer success tools (e.g., Gainsight) and basic quantitative analysis
Strong program/project management and multitasking skills
Proven track record of taking customer ownership: demonstrating accountability for outcomes and proactively driving customer value across the relationship
Experience in CX management, orchestrating seamless end-to-end experiences, gathering and applying feedback, and working toward continuous improvement
Business-oriented mindset with commercial acumen: able to understand customer business models, identify opportunities for growth, and connect product adoption to revenue drivers
Ability to form strategic partnerships—developing deep, consultative relationships, co-developing success plans, and serving as an innovation partner
Strong technical understanding—comfortable learning new technologies and quickly grasping Zendesk's advanced AI features, integrations, and scalability
Natural adoption and value evangelist who passionately champions Zendesk's full potential, coaches stakeholders on new capabilities, and communicates impact to drive both engagement and retention
Analytical capability: skilled in interpreting customer usage data, monitoring health scores, quantifying impact of adoption, and prioritizing actions based on analysis
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