customer success manager in SaaS onboarding

Zendesk software brings calm to the chaotic world of customer service and powers billions of conversations with well-known brands.

• Guide newly signed Zendesk customers through early onboarding, focusing on German-speaking customers
• Conduct onboarding kickoff calls, check-ins, and progress reviews in German and English
• Explain onboarding paths, resources, milestones, and next steps to customers
• Drive customer engagement through structured outreach, follow-ups, and no-response recovery
• Use digital onboarding resources, Journey Orchestrator touchpoints, Success Plans, and enablement content to support customer progress
• Capture customer goals, use cases, success criteria, stakeholders, and implementation priorities
• Build and maintain onboarding Success Plans aligned with customer outcomes and purchased products
• Help customers prioritize foundational workflows and activation milestones
• Document risks, blockers, customer sentiment, and recommended next steps in Gainsight or relevant systems
• Support customers in reaching go-live within target onboarding timeframes
• Track progress against onboarding milestones, including kickoff, foundational setup, go-live readiness, product activation, and early adoption
• Identify adoption gaps and recommend enablement resources, product guidance, or escalation paths
• Support foundational adoption of Zendesk products, including Support, Messaging, Knowledge, Voice, Copilot, and AI capabilities as appropriate
• Identify customers with AI, Copilot, Messaging, or other advanced product entitlements
• Capture the first AI use case, channel readiness, knowledge readiness, and admin ownership where applicable
• Route customers to AI Specialists, Services, Product Support, or partner resources when needs exceed standard onboarding scope
• Document AI readiness, blockers, and recommended handoff notes for Core CS
• Maintain accurate and timely updates in Gainsight, Salesforce, Gong, and other systems of record
• Track onboarding engagement, milestone completion, customer blockers, and risk status
• Follow standard onboarding playbooks, CTA workflows, and escalation processes
• Partner with FLMs, Ops, Digital Programs, Core CS, Sales, Services, Support, and Product Specialists to support customer outcomes
• Share feedback on customer friction points, process gaps, and opportunities to improve scaled onboarding
• Prepare customers for transition into the appropriate post-onboarding CS motion
• Provide Core CS, Scaled, and Pulse teams with clear handoff context, including customer goals, adoption status, risks, blockers, AI readiness, and next-best actions
• Support a smooth transition from onboarding to long-term adoption, optimization, and renewal readiness

• Fluency in German and English
• Based in or able to work from Dublin, Ireland, twice a week
• 1–3+ Years of experience in Customer Success, Onboarding, Implementation, Support, Account Management, SaaS operations, or a related customer-facing role
• Strong customer communication skills and the ability to explain concepts clearly and guide customers through next steps
• Ability to manage a high-volume customer portfolio with strong organization and prioritization
• Comfortable using digital customer engagement tools, CRM systems, and customer success platforms
• Strong follow-through and attention to detail
• Ability to identify customer blockers, risks, and escalation needs early
• Collaborative approach and ability to partner across Sales, CS, Support, Services, Ops, and Product teams
• Curiosity and willingness to learn Zendesk products, onboarding methodology, and customer success best practices
• Будет плюсом: Experience with Zendesk products or similar CX / SaaS platforms, supporting SMB, Mid-Market, or scaled customer segments, familiarity with Gainsight, Salesforce, Gong, Journey Orchestrator, Skilljar, or similar tools, customer onboarding, implementation coordination, or digital-first customer journeys, understanding of support operations, ticketing workflows, knowledge management, messaging, voice, reporting, or AI / automation concepts, experience in a high-volume, metrics-driven environment, comfort using data to prioritize customer follow-up and identify risk, additional European language skills

• Условий в вакансии нет