Customer Success Manager

Job Description

Empower Customers. Drive Success at Scale.
At Zendesk, our Customer Success team is passionate about helping customers achieve their long-term goals using our platform. As a Customer Success Manager on our Scaled Success team, you will manage a portfolio of customers, balancing personalized engagement with scalable success strategies to nurture retention and growth.

Fluent in German is a plus but not a requirement for the role.

What You’ll Do

• Own and Nurture a Diverse Customer Portfolio: Manage ~150-200 small to mid-market customers, prioritizing proactive outreach informed by data and customer insights.

• Deliver Tailored Customer Guidance: Understand each customer’s business objectives, challenges, and Zendesk usage to recommend solutions aligned with their goals.

• Drive Adoption and Retention: Monitor customer health scores and engagement metrics to identify risks and opportunities, acting promptly to influence positive outcomes.

• Collaborate Across Teams: Work closely with Sales, Renewals, Product, and Advocacy teams to coordinate efforts that support a seamless and impactful customer journey.

• Contribute to Program Improvements: Participate in initiatives aimed at refining scalable success models and share customer feedback to influence product and process enhancements.

Who You Are

• Experienced: 2+ years in customer success, account management, or a related customer-facing role managing portfolios of 100+ customers.

• Customer First: You naturally build strong relationships and understand what drives customer success and loyalty.

• Analytical & Strategic: Skilled at using customer data and insights to prioritize actions and identify trends.

• Self-Motivated & Adaptable: Thrive in autonomous, fast-paced environments where you navigate ambiguity with sound judgment.

• Tech Comfortable: Proficient with CRM or success management platforms. Zendesk platform experience is a plus.

• Fluent in English. Fluent in German is a plus.

Preferred Qualifications

• Experience managing scaled success programs or one-to-many customer models.

• Working knowledge of mid-market or enterprise customer environments.

• Participation in cross-functional team projects focusing on customer retention or engagement.

• Familiarity with Zendesk or similar customer experience management software.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.