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.