Manager, Customer Success

Zendesk; Austin (TX); Hybrid; USD 147,000 - 221,000; Full time

Job summary

Join a leading company as a Manager in Customer Success, where you'll lead a team dedicated to enhancing customer experiences and driving adoption. This role blends team leadership with strategic thinking, requiring strong analytical skills and a passion for mentorship. You'll foster a positive work environment while ensuring exceptional customer engagement. This hybrid position based in Austin, TX offers competitive compensation and the opportunity to make a significant impact in the customer success domain.

Qualifications

• Lead a team of Customer Success Managers focused on customer experience.
• Develop and mentor early-career CSMs.
• Drive team performance and engagement.

Responsibilities

• Manage a team of 8+ direct reports, ensuring KPI success.
• Collaborate with cross-functional teams like Sales and Marketing.
• Participate in strategic planning and goal setting.

Skills

Leadership

Analytical Skills

Problem Solving

Mentoring

Education

3+ years of experience in Customer Success

3+ years of hands-on experience with Zendesk

1+ years of people leadership experience

Tools

SFDC

Gainsight

Tableau

Outreach

Zendesk

Job description

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Job Description

As a Manager in the Global Scaled Customer Success organization, your responsibility is to lead a team of CSMs focused on driving customer experience, adoption, optimization and retention. The Team Manager for Scaled Customer Success will play a pivotal role in nurturing and developing early-career Customer Success Managers. With a focus on enhancing team performance and ensuring exceptional customer experiences, you will lead a diverse team of associates, providing mentorship, guidance, and strategic direction. This role requires a blend of team leadership, hands-on engagement, strategic thinking and operational rigor. You’ll foster a positive, cohesive working environment where positive customer and employee experience are key. Your team will deliver 1:1 engagements through Discovery and Recommendation sessions, facilitate 1:Many webinar events, and help deliver on Scaled campaigns.

Job Description

As a Manager in the Global Scaled Customer Success organization, your responsibility is to lead a team of CSMs focused on driving customer experience, adoption, optimization and retention. The Team Manager for Scaled Customer Success will play a pivotal role in nurturing and developing early-career Customer Success Managers. With a focus on enhancing team performance and ensuring exceptional customer experiences, you will lead a diverse team of associates, providing mentorship, guidance, and strategic direction. This role requires a blend of team leadership, hands-on engagement, strategic thinking and operational rigor. You’ll foster a positive, cohesive working environment where positive customer and employee experience are key. Your team will deliver 1:1 engagements through Discovery and Recommendation sessions, facilitate 1:Many webinar events, and help deliver on Scaled campaigns.

Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.

A day in the life of a Manager, Customer Success:

• Team leadership of 8+ direct reports ensuring the team is supported, developing and surpassing KPIs
• Collaboration across the Global Scaled Customer Success org, cross functional teams like Sales, Renewals, Marketing and Strategy
• Participation in Leadership meetings, strategic planning and goal setting around 1:1 and 1:many engagements
• Ownership of the team’s performance and developing
• Responsible for keeping the team of Associate CSMs engaged and motivated
• Proficient with tools like SFDC, Gainsight, Tableau, Outreach and Zendesk.
• Skilled at risk mitigation, value realization delivery and mentoring and developing talent
• Ownership of team pacing, performance management, and continuous team improvement
  
  

The Scaled team is committed to continuous improvement, testing and iterating, and seeking innovative ways to work efficiently and to deliver the best customer experience possible. We’re a global team with members in AMER, EMEA, APAC and LATAM. We value hard work, candor, commitment to one another and our customers, and desire to learn and grow.

Your Background

• You have experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Coordination
• You have 3+ years of hands-on experience with Zendesk and other CX tools
• You have 3+ years of experience in Customer Success
• You have 1+ years of people leadership experience in a Management role
• Proven ability to mentor and develop teams to achieve and surpass goals
• Strong analytical and problem solving skills; comfortable using data to drive decision making
• High EQ, comfortable in ambiguous situations, a bias for action and ability to take initiative, ownership and responsibility
• A strong ability to understand business objectives and and present solutions effectively
• You’re dynamic, agile and nimble. You want a landscape that challenges you and changes shape vs. remains static
• A passion for continuous improvement and delivering positive customer experiences
  
  

This position is based in Austin, TX and requires 3+ days in office.

The US annualized OTE (On Target Earnings) range for this position is $147,000.00-$221,000.00 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

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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