Customer Success Manager - Remote

Overview

We are looking for a highly driven and motivated individual who is passionate about building strong relationships and providing a best-in-class customer experience as a Customer Success Manager at Zendesk.

In Short

• Consult on Customer Support/Experience (CX) and Employee Experience (EX) solutions.
• Ensure customers are optimized and scaling through impactful engagements.
• Develop Success Plans with measurable ROI and customer results.
• Manage a portfolio of up to 35 SMB customers.
• Analyze customer product usage data to mitigate risk and improve adoption.
• Collaborate with Sales, Support, and Product Management teams.
• Engage with customers regularly based on a touchpoint framework.
• Willing to travel domestically up to 25%.
• 5+ years of experience in customer-facing roles.
• SaaS experience required.

Requirements

• Proven track record in managing Commercial and SMB accounts.
• Strong communication and presentation skills.
• Ability to articulate business value to various stakeholders.
• Experience with CRM or Customer Success software.
• Strong analytical skills with experience in Looker or Tableau.
• Experience in technical delivery management or program management.
• High emotional intelligence and leadership skills.
• Completed Bachelor’s Degree or equivalent experience.
• Familiarity with Customer Support/CX industry and technology.
• Zendesk knowledge is a bonus.

Benefits

• Competitive salary with OTE range of $109,000 - $163,000.
• Flexible work environment with remote options.
• Bonus, benefits, or related incentives may be available.
• Opportunities for professional growth and development.
• Inclusive workplace culture with a focus on diversity and equity.
• Access to collaborative spaces in office locations.
• Support for employees with disabilities.
• Engagement in a mission-driven company.
• Work with a global team.
• Participation in a hybrid working model.