Senior Manager Customer Success, Digital Programs

Zendesk; Austin (TX); Hybrid; USD 170,000 - 256,000; Full time

Job summary

Zendesk is seeking a strategic Senior Manager of Digital Programs to lead global digital customer success initiatives. This role involves overseeing a team focused on creating impactful digital engagements throughout the customer lifecycle, including onboarding, retention, and renewal. The successful candidate will drive innovation in digital success delivery and ensure alignment with customer outcomes.

Qualifications

• 3+ years of experience leading people in a global environment.
• Proven experience in building and scaling digital customer success programs.
• Strong understanding of customer lifecycle management.

Responsibilities

• Lead a global team of Program Managers and Facilitators.
• Oversee development and execution of scalable digital programs.
• Guide strategic planning and content development for digital programs.

Skills

Cross-functional collaboration

Strategic thinking

Program management

Digital content formats

Customer lifecycle management

Job description

Job Description

Remote (Global)

We are looking for a strategic, hands-on Senior Manager of Digital Programs to lead the next evolution of our global digital customer success efforts. This role will oversee a team of program managers and facilitators focused on designing and delivering scalable, digital-first engagements across the customer lifecycle from onboarding and adoption to retention and renewal.

This leader will own the strategy, development, and execution of high-impact digital programs that engage customers at scale, including webinars, campaigns, and video content. They’ll partner closely with go-to-market teams to ensure our digital touchpoints are targeted, impactful, and aligned to customer outcomes.

Key Responsibilities

• Lead a global team of Program Managers and Facilitators focused on driving digital customer success programs

• Oversee the development and execution of scalable digital programs across key lifecycle stages (onboarding, adoption, retention, renewal)

• Guide Program Managers in:

  • Strategic planning, content development, and delivery of digital customer programs

  • Cross-functional coordination with Product, Marketing, Sales, and CS

  • Measuring and optimizing program performance against customer and business outcomes

  • Support Facilitators in delivering high-quality, engaging content through webinars, virtual sessions, and asynchronous formats

  • Own the digital CS strategy ensuring timely, relevant, and outcome-driven campaigns and assets

  • Drive innovation in digital success delivery, using data, automation, and experimentation

  • Establish processes and infrastructure to scale delivery globally, ensuring quality and consistency

Requirements

• 3+ years of experience leading people, ideally in a global or distributed environment

• Proven experience building and scaling digital customer success or customer experience programs

• Strong understanding of customer lifecycle management and success motions

• Exceptional cross-functional collaboration skills; ability to work across Product, CS, Marketing, and Ops

• Experience with digital content formats: webinars, video, email campaigns, in-product messaging, etc.

• Strategic thinker with strong execution and program management capabilities

The US annualized OTE (On Target Earnings) range for this position is $170,000.00-$256,000.00 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.