Description
The world of customer experience is being revolutionized. At Zendesk, we're building the future. As the architects of the AI-powered Resolution Platform, we're resetting the standard for customer service and customer success.
As a Customer Success Manager (CSM), you'll be a pioneer in the future of Customer Experience (CX). This dynamic advisory role puts you at the forefront of leveraging Zendesk's cutting-edge AI technologies to guide customers directly to their desired business outcomes. You'll gain full ownership of your customer relationships, acting as an orchestrator and strategic partner, responsible for driving product adoption, articulating clear ROI, and accelerating growth.
Overarching Objectives:
- Proactive customer health management through intentional, outcome-driven customer engagement, leveraging Zendesk's advanced solutions, including cutting-edge AI technologies.
- Product adoption acceleration and value realization, acting as an evangelist for Zendesk's AI and automation capabilities, partnering with customers to articulate ROI and provide tailored adoption roadmaps.
- Cultivating, strengthening, and accelerating growth of Zendesk customer relationships by applying technical understanding of Zendesk's products and AI capabilities to advise customers on solution fit, configuration, and integration.
How You'll Make an Impact:
- Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle,from onboarding and outcome realization to renewal.
- Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices.
- Champion product adoption and value realization, acting as an evangelist for Zendesk's AI and automation capabilities.
- Apply your technical understanding of Zendesk's products and AI capabilities to advise customers on solution fit, configuration, and integration.
- Identify commercial opportunities within your accounts by maintaining commercial acumen.
- Use analytical capability to interpret customer data and health metrics, proactively uncover trends, and make informed recommendations.
- Build strategic partnerships with customers by operating as a trusted advisor.
What You'll Need to Succeed:
- Proven track record of taking customer ownership: demonstrating accountability for outcomes and proactively driving customer value across the relationship.
- Experience in CX management, orchestrating seamless end-to-end experiences, gathering and applying feedback, and working toward continuous improvement.
- Business-oriented mindset with commercial acumen: able to understand customer business models, identify opportunities for growth, and connect product adoption to revenue drivers.
- Strong technical understanding,comfortable learning new technologies and quickly grasping Zendesk's advanced AI features, integrations, and scalability.
- Analytical capability: skilled in interpreting customer usage data, monitoring health scores, quantifying impact of adoption, and prioritizing actions based on analysis.
Your Background:
- Minimum of 5+ years of related experience in Customer Success / Experience.
- Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS.
- Bachelor's degree in a relevant field (Business, Engineering, Computer Science, or similar).
- Experience supporting and driving adoption of SaaS or AI-powered solutions in customer-facing roles.
- Ability to influence stakeholders at all organizational levels, both internally and externally.
- Proficiency with customer success tools (e.g., Gainsight) and basic quantitative analysis.
- Strong program/project management and multitasking skills.
- German - Native level, English - Business level.