Digital Customer Success Manager

Zendesk; Austin (TX); Hybrid; USD 54,000 - 80,000; Full time

Job summary

Zendesk is looking for a Digital Content Specialist to enhance customer engagement through dynamic content delivery and training sessions. The successful candidate will blend creativity with a customer-success mindset, utilizing various digital platforms to drive customer satisfaction and retention. This hybrid role offers flexibility while ensuring in-person collaboration within our Texas office.

Qualifications

• 1+ years experience in customer success or training roles.
• Excellent presentation and storytelling skills.
• Comfortable using digital content creation tools.

Responsibilities

• Develop and deliver high-quality digital content and training sessions.
• Collaborate with teams to align content with customer needs.
• Host webinars and engage customers during sessions.

Skills

Presentation skills

Communication skills

Storytelling skills

Digital content creation

Customer engagement

Tools

Zoom

Webex

Video editing software

Gainsight

Salesforce

Zendesk

Gong

Job description

Job Description

Overview:
We are seeking a dynamic and customer-focused specialist to join our Digital Programs and Customer Success team. This role is responsible for creating and delivering engaging digital content and interactive sessions that drive customer adoption, retention, and satisfaction. The ideal candidate combines content creation skills with a background in customer success or client-facing roles.

Key Responsibilities:

• Develop, deliver, and facilitate high-quality digital content including webinars, video tutorials, virtual training sessions, and asynchronous engagement formats.

• Collaborate with Program Managers and content teams to align delivery with program goals and customer needs.

• Host live webinars and virtual sessions, engaging customers and driving active participation.

• Record and produce video content to support educational and promotional initiatives.

• Use storytelling and instructional design best practices to create impactful, easy-to-understand customer experiences.

• Leverage feedback and data to continuously improve content relevance and delivery methods.

• Support the expansion of digital engagement channels including social media and in-product messaging where applicable.

• Maintain strong working knowledge of the product and customer success strategies to ensure content accuracy and usefulness.

• Act as a customer advocate within the team to bring voice-of-customer insights into program development.

Requirements:

• 1+ years experience in customer success, customer training, or related customer-facing roles.

• Excellent presentation, communication, and storytelling skills.

• Comfortable with digital content creation tools and virtual delivery platforms (Zoom, Webex, video editing software).

• Ability to engage diverse audiences in remote settings.

• Collaborative mindset and ability to work cross-functionally.

• Adaptable and creative approach to content delivery and customer engagement.

• Familiarity with CX/CS tools like Gainsight, Salesforce, Zendesk, Gong

• 2-3 days in office

The US annualized base salary range for this position is $54,000.00-$80,000.00. 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 [e-mail] with your specific accommodation request.