# Associate Success Manager, Onboarding Scaled — German Speaking

**Company**: Zendesk
**Location**: Dublin
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Dublin-Ireland/Associate-Portfolio-Success-Manager_R35586-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7ea855fc-390

## Description

The Associate Success Manager, Onboarding Scaled , German Speaking supports new Zendesk customers through their early onboarding journey, focusing on German-speaking customers and markets.

This role helps customers understand their purchased products, clarify business goals, complete foundational setup milestones, and move toward go-live and early adoption.

**Key Responsibilities**

- Guide newly signed Zendesk customers through the early onboarding journey, with a focus on German-speaking customers.

- Conduct onboarding kickoff calls, check-ins, and progress reviews in German and English.

- Help customers understand their onboarding path, available resources, expected milestones, and next steps.

- Drive customer engagement through structured outreach, booking follow-up, and no-response recovery actions.

- Use digital onboarding resources, Journey Orchestrator touchpoints, Success Plans, and enablement content to reinforce customer progress.

**Success Planning and Goal Alignment**

- Capture customer goals, use cases, success criteria, key stakeholders, and implementation priorities.

- Build and maintain onboarding Success Plans that align to 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.

**Go-Live and Adoption Support**

- Support customers in moving toward go-live within target onboarding timeframes.

- Track customer progress against onboarding milestones such as kickoff, foundational setup, go-live readiness, product activation, and early adoption.

- Identify adoption gaps and recommend relevant enablement resources, product guidance, or escalation paths.

- Support foundational adoption across Zendesk products such as Support, Messaging, Knowledge, Voice, Copilot, and AI-related capabilities.

**AI and Product Readiness**

- Identify customers with AI, Copilot, Messaging, or other advanced product entitlements.

- Capture first AI use case, channel readiness, knowledge readiness, and admin ownership where applicable.

- Help 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.

**Operational Excellence**

- 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.

- Contribute feedback on customer friction points, process gaps, and opportunities to improve the scaled onboarding motion.

**Handoff and Lifecycle Readiness**

- Prepare customers for transition into the appropriate post-onboarding CS motion.

- Ensure Core CS / Scaled / Pulse teams receive clear handoff context, including customer goals, adoption status, risks, blockers, AI readiness, and next-best actions.

- Support a clean customer transition from onboarding into long-term adoption, optimization, and renewal readiness.

**Required Qualifications**

- Fluency in German and English is required.

- Based in or able to work from Dublin, Ireland 2 times a week, according to Zendesk’s local working model.

- 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, including 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.

- Comfort working with 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 working style with the 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.

## Skills

### Required
- German
- English
- Customer Success
- Onboarding
- SaaS
- CRM
- Gainsight
- Salesforce
- Gong

### Nice to have
- Zendesk products
- SMB
- Mid-Market
- scaled customer segments
- Journey Orchestrator
- Skilljar

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Dublin-Ireland/Associate-Portfolio-Success-Manager_R35586-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)