customer success manager

Zendesk develops software that brings calm to the chaotic world of customer service and powers billions of conversations between people and brands.

• Take ownership of customer relationships throughout the lifecycle, from onboarding and outcome realization to renewal, and drive customer health, retention, advocacy, and value
• Deliver outcome-driven engagement across the customer journey by applying customer experience management best practices
• Design and execute success plans, coordinate onboarding with Professional Services, and continuously optimize the customer experience
• Drive product adoption and value realization by championing Zendesk’s AI and automation capabilities, articulating ROI, and providing tailored adoption roadmaps
• Advise customers on solution fit, configuration, and integration, translating product features into value for technical and non-technical stakeholders
• Identify commercial opportunities, lead renewals based on business impact, and drive revenue growth through strategic engagement
• Interpret customer data and health metrics, uncover trends, prioritize accounts, forecast renewals, and surface risks and opportunities
• Build trusted customer partnerships, facilitate long-term success planning, foster executive relationships, and collaborate cross-functionally on shared goals and innovation

• Proven customer ownership, accountability for outcomes, and proactive delivery of customer value
• Experience in CX management, end-to-end experience coordination, feedback application, and continuous improvement
• Commercial acumen, understanding of customer business models, and ability to identify growth opportunities and connect product adoption to revenue
• Ability to build strategic, consultative partnerships, co-develop success plans, and act as an innovation partner
• Strong technical understanding and ability to learn new technologies and grasp AI features, integrations, and scalability
• Ability to champion product adoption, coach stakeholders on new capabilities, and communicate impact
• Ability to interpret customer usage data, monitor health scores, quantify adoption impact, and prioritize actions based on analysis
• At least 5 years of related experience in Customer Success / Experience
• Experience in customer-facing enterprise technology or SaaS GTM roles, including customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
• Bachelor’s degree in Business, Engineering, Computer Science, or a similar relevant field
• Experience supporting and driving adoption of SaaS or AI-powered solutions in customer-facing roles
• Ability to influence internal and external stakeholders at all organizational levels
• Proficiency with customer success tools such as Gainsight and basic quantitative analysis
• Strong program/project management and multitasking skills
• Native-level German and business-level English

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