Director, Customer Success - Onboarding & Adoption

Zendesk; New York (NY); Hybrid; USD 209,000 - 313,000; Full time

Job summary

Zendesk is seeking a Director of Customer Success for Onboarding & Adoption to lead critical global functions aimed at ensuring customer success through tailored onboarding and adoption strategies. This role requires extensive experience in SaaS customer success and a collaborative approach with various departments.

Qualifications

• 12+ years of professional experience in a GTM and/or Success function.
• 5+ years of leadership experience managing global teams.
• Proven success in building Customer Success teams in a SaaS environment.

Responsibilities

• Build and lead a global onboarding team for high-volume customer engagements.
• Define onboarding and adoption experiences aligned with customer objectives.
• Partner with cross-functional teams to enhance onboarding resources.

Skills

Data fluency

Collaboration

Stakeholder management

Tools

Zendesk

Salesforce

Gainsight

Gong

Job description

Director, Customer Success - Onboarding & Adoption

Join to apply for the Director, Customer Success - Onboarding & Adoption role at Zendesk

Director, Customer Success - Onboarding & Adoption

Join to apply for the Director, Customer Success - Onboarding & Adoption role at Zendesk

Job Description

We’re hiring a leader to build and scale two critical global functions: Customer Onboarding & Targeted Adoption.

Job Description

We’re hiring a leader to build and scale two critical global functions: Customer Onboarding & Targeted Adoption.

This role is central to ensuring customers in our higher volume segments realize early value and long-term success through the right combination of human-led and digital onboarding engagements. Additionally, it ensures our more established customers are maximizing value from their investment, including complex use cases and product adoption scenarios.

You’ll lead the development, launch, scale and across both teams – including hiring, operations, process and execution.

This role is highly cross functional requiring partnership and collaboration across Sales, Product, Marketing, Digital and more. You’ll report to the VP, Global Customer Success.

What You’ll Do

• Build and lead a global onboarding team focused on lower ARR cohorts, delivering high-volume, structured engagements to drive early value and successful go-lives
• Stand up a targeted adoption team of experienced CSMs who operate across accounts within regions, diving into complex product adoption scenarios when deeper engagement is required
• Define onboarding experiences by segment, including webinar and digital-led models, 1:1 onboarding sessions, and strong handoff and integration processes
• Align onboarding and adoption engagements to customer objectives, plan types, and lifecycle stages
• Partner with Sales, Product, Marketing, Digital and Analytics teams to position resources correctly and integrate with existing onboarding flows and content
• Drive tooling and workflow decisions for team assignment, scheduling, and engagement tracking
• Ensure both teams are measurable, scalable, and outcomes-driven, with clear KPIs tied to customer activation and adoption.
  
  

What You Bring

• 12+ years of professional experience in a GTM and/or Success function
• 5+ years of people leadership experience, ideally including experience as a 2nd-line leader or leader of leaders (leading a global team ideal)
• Proven success building and scaling Customer Success, Onboarding, or Implementation teams preferably in a SaaS environment
• Strong data fluency and technical aptitude
• Operational strength and comfort driving execution in fast-moving environments
• Experience with tools like Zendesk, Salesforce, Gainsight, Gong, and other platforms
• Strong collaboration and stakeholder management across GTM and Product orgs
• Spanish fluency a plus, but not required
• Willingness to travel quarterly to global sites
  
  

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. 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.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

Referrals increase your chances of interviewing at Zendesk by 2x

Get notified about new Director of Customer Success jobs in New York, United States.

Senior Director of Customer Success, Americas

New York, NY $210,000.00-$280,000.00 1 month ago

New York, NY $180,000.00-$200,000.00 1 month ago

Director of Customer Success and Project Delivery

New York, United States $120,000.00-$135,000.00 2 weeks ago

New York, NY $175,000.00-$185,000.00 2 weeks ago

New York, United States $220,000.00-$230,000.00 1 day ago

New York, NY $93,800.00-$150,000.00 13 hours ago

Director, Sales & New Business Development

New York, NY $75,000.00-$195,000.00 2 weeks ago

Contract Director (Remote) - Johnson and Johnson MedTech Electrophysiology

New York, United States $120,000.00-$207,000.00 2 weeks ago

Director, Subscriber Acquisition and Management

New York, NY $160,000.00-$180,000.00 1 month ago

Director of Film Sales (Remote | Weekly Base + Commissions)

Director, Programmatic Supply Operations

New York, NY $150,000.00-$228,000.00 5 days ago

Sr Director of Global Solutions Engineering

New York, NY $180,000.00-$220,000.00 1 month ago

Director of Strategic Accounts (Tri-State)

New York, NY $190,000.00-$240,000.00 18 hours ago

Director of Strategic Accounts (Tri-State)

New York, NY $190,000.00-$240,000.00 1 hour ago

Director Security Solutions Sales-R-250118

New York, NY $130,000.00-$140,000.00 5 months ago

New York, United States $75,000.00-$85,000.00 3 weeks ago

Director, Specialist Sales - Open Banking, US Market Development-R-249389

New York, United States $124,000.00-$186,000.00 3 weeks ago

Director of Channel Sales & Partnerships

New York, NY $125,000.00-$150,000.00 11 months ago

New York, NY $160,000.00-$380,000.00 7 months ago

New York, NY $256,000.00-$301,000.00 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.