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Senior Customer Success Manager

2 months ago

New York, New York, United States Zendesk Full time

About the Role

Zendesk is seeking a highly skilled Senior Customer Success Manager to join our team. As a Senior Customer Success Manager, you will be responsible for driving customer success and growth across a portfolio of Enterprise-sized accounts.

Key Responsibilities

  • Build and foster strong relationships with customers to minimize churn and drive expansion
  • Develop a deep understanding of customer business and technical objectives, collaborating with them to build a strategic joint success plan
  • Develop and apply domain/technical knowledge of the Zendesk platform to remove blockers and lead key resources to proactively support customer's success plan
  • Engage regularly with customers based on our touchpoint framework
  • Proactively analyze customer product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes, and reduce churn
  • Partner with customer-facing account teams and executives to accelerate customer time-to-value journey and protect recurring renewal revenue and expand customer Net Retention Rate
  • Regularly assess, plan, and document customer success journey with Zendesk via Gainsight
  • Mentor and coach team members based on prior experience and best practices
  • Contribute to projects that impact all Zendesk customers

Requirements

  • 8+ years of relevant work experience in customer-facing Customer Success, Account Management, or strategic consulting roles
  • Experience in Product Management or technical/business consulting roles attributing to technical delivery management or/program management for large, complex, and global strategic customers
  • Track record of managing up to 30 accounts of Enterprise-size
  • Experience working with multiple levels of customer stakeholders - technical admins, C-level executives, and procurement teams
  • Experience in a demanding role that requires strong leadership, committed priority management, and high emotional intelligence
  • Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams
  • Proven ability to quickly grasp and distinctly explain technological and business concepts
  • High-level understanding of enterprise architecture principles and familiarity with the IT application landscape common amongst Enterprise companies

About Zendesk

Zendesk is a leading customer service software company that powers billions of conversations with brands you know and love. We believe in offering our people a fulfilling and inclusive experience, with a hybrid way of working that enables us to come together in person and remotely. We are an equal opportunity employer and advocate for digital-first customer experiences.