Director, Customer Success

Zendesk Group; Austin (TX); Remote; USD 209,000 - 313,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Customer Success to lead a talented team in enhancing customer relationships and driving growth. In this pivotal role, you will shape the Customer Success vision for the Enterprise Segment, ensuring exceptional post-sale experiences for key clients. Your strategic mindset and leadership skills will be essential in managing a diverse team and collaborating cross-functionally to meet and exceed business objectives. This opportunity promises a rewarding environment where your contributions will significantly impact customer success and satisfaction.

Qualifications

• 5-7 years of management experience in Customer Success or similar roles.
• Proven leadership abilities with a focus on team performance.

Responsibilities

• Lead a team of Customer Success Managers supporting over 400 customers.
• Design and implement process improvements to exceed growth objectives.

Skills

Customer Success Management

Consultative Mindset

Business Acumen

Interpersonal Skills

Leadership

Organizational Skills

Problem-Solving

Data-Driven Decision Making

Education

Bachelor's Degree

Job description

Director, Customer Success page is loaded

Director, Customer Success

Postuler remote type Fully Flexible locations Remote, Illinois, United States of America Austin, Texas, United States of America Remote, Wisconsin, United States of America time type Full time posted on Publié hier job requisition id R30961

Job Description

What you'll be doing

• Lead and scale a team of Customer Success Managers supporting over 400 customers and generating $125M in ARR.

• Own and execute the Customer Success vision for the Enterprise Segment in North America.

• Manage quarterly deliverables that highlight customer growth, retention, trends, and product/industry maturity.

• Design and implement strategic improvements to processes, services, and systems to exceed adoption, retention, and growth objectives.

• Collaborate with regional Sales, Renewals, and Professional Services leadership to ensure exceptional post-sale experiences for customers.

• Balance enterprise methodologies with emerging market tactics to elevate the segment and set a standard for leadership.

• Establish and maintain executive relationships with key customers, acting as a thought leader in the Customer Success space.

• Foster a culture of accountability and execution through data-driven strategies and insights.

What you bring to the role

• Minimum of 5-7 years of management experience in Customer Success, Account Management, or a similar function.

• Strong consultative and strategic mindset with excellent business acumen.

• Passion and experience in the customer service or customer experience (CX) sector.

• Proven ability to connect and communicate trends cross-functionally using clear metrics and feedback.

• Effective collaboration skills with multiple teams and C-level executives.

• Demonstrated ability to manage and inspire a diverse team, connecting with both technical and sales personnel.

• Strong organizational skills and a professional demeanor, with a quick-witted approach to problem-solving.

• Ability to travel domestically up to 25-40%.

Basic Qualifications:

• Excellent communication and interpersonal skills, with a strong command of written communication.

• Proven leadership abilities with a focus on coaching and developing team performance.

• Experience in building collaborative teams and linking performance to overall business objectives.

• Track record of partnering effectively with Sales, Renewals, Professional Services, and other cross-functional stakeholders.

Preferred Qualifications:

• Demonstrated success in using customer success and services to drive sales and enhance customer experience innovatively.

• Experience meeting and exceeding churn and contraction goals in a high-growth, fast-paced environment.

• Data-driven decision-making skills with a strong focus on execution.

• Ability to interface comfortably at a senior level and navigate complex customer needs.

• Enthusiasm for technology and relevant experience in a technology company or consultancy.

• Experience in resource planning, including account alignment and hiring strategies.

• Proven experience as a second-line leader, effectively managing and coaching frontline managers to enhance team performance and drive success.

The US annualized OTE (On Target Earnings) range for this position is $209,000.00-$313,000.00 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.

About Us

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

More meaningful moments. Fewer Zoom calls.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.