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Lead Customer Success Strategist

2 months ago

New York, New York, United States Zendesk Full time

Position Overview
As a Principal Customer Success Manager at Zendesk, you will play a pivotal role in fostering robust relationships and delivering exceptional customer experiences.

Key Responsibilities
In this role, you will:
1. Mentor and guide junior Customer Success Managers, sharing valuable insights and best practices to facilitate their professional growth.
2. Spearhead strategic initiatives and internal projects aimed at enhancing customer success and driving business growth, directly influencing key performance indicators (KPIs).
3. Cultivate and maintain strong relationships with your assigned customer portfolio to minimize churn and promote expansion by collaborating with technical and business leaders during post-sales implementation planning.

Customer Engagement
Develop a comprehensive understanding of each customer's business and technical goals, working together to create a strategic success plan that includes specific objectives, milestones, and measurable KPIs.

Technical Expertise
Utilize your domain knowledge of the Zendesk platform, best practices, and customer insights to eliminate obstacles and mobilize key resources, both internally and externally, to support the customer's success plan.

Regular Interaction
Engage with customers consistently, following our touchpoint framework, which includes user shadowing, strategic discovery sessions, business reviews, and roadmap presentations.

Data Analysis
Conduct thorough analyses of customer product usage data to identify risks, enhance product adoption, and reduce churn.

Collaboration
Work closely with customer-facing teams and executives across various departments to ensure overall platform success, accelerating the customer's journey to value and safeguarding recurring revenue.

Documentation and Assessment
Regularly assess, plan, and document the customer's success journey with Zendesk, utilizing tools like Gainsight.

Escalation Management
Skillfully escalate issues as necessary, coordinating with executive and cross-functional teams to resolve critical matters for customers.

Travel Requirements
This position may require international travel of up to 25% for customer visits and company events.

Qualifications
The ideal candidate will possess:
- Proven leadership experience in managing and mentoring teams or junior colleagues.
- Experience with Commercial, Mid-Market, or Enterprise-level accounts.
- Strong communication skills, with the ability to collaborate strategically with sales teams.
- A background in technology-related fields and familiarity with Customer Support/CX.

Experience
Applicants should have at least 8 years of relevant experience in customer-facing roles, strategic account management, or consulting, with a focus on SaaS environments. Familiarity with enterprise architecture principles and a Bachelor's Degree or equivalent experience are preferred.