Customer Success Manager

Customer Success Manager

The Customer Success Manager is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting-edge Zendesk solutions. It is an exciting customer facing role that puts you at the forefront of applying cutting edge customer and employee service platforms and advanced AI to enable our customers to empower, service and accelerate their end customers' businesses.

The overarching objective of the CSM is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk. This role will work across an Enterprise customer's organization, from a CXO-level down to senior customer experience leaders and to the administrators running Zendesk solutions. When our customers realize value and succeed, Zendesk succeeds and the CSM is a key enabler of our customers' success and Zendesk's company growth aspirations.

To achieve these goals, the mission of the CSM team will be to :

• Deliver outcome-driven engagement throughout the customer's journey using Zendesk solutions from onboarding, to success planning, through product adoption and value realization
• Remove obstacles to product adoption and raise the bar for the overall Zendesk customer experience throughout the customer journey
• Be the change agent force that continuously advocates for and on behalf of the customer, providing actionable, customer-driven feedback to the Zendesk ecosystem

JOB RESPONSIBILITIES

In addition to core customer-facing responsibilities above, CSMs must also be able to :

QUALIFICATIONS

The US annualized OTE (On Target Earnings) range for this position is $109,000.00-$163,000.00 with a pay mix of 70 / 30 (base / commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.