Customer Success Manager

December 5

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Zendesk

WebsiteLinkedInAll Job Openings

Help Desks • Customer Support • SaaS • Customer Community • Customer Service

5001 - 10000 employees

Founded 2007

☁️ SaaS

🤝 B2B

💰 Grant on 2019-09

Description

• Build and foster strong relationships with your portfolio of up to 40 SMB accounts to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation and demonstrable business value to their end business users. • Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes. • Develop and apply domain/technical knowledge of the Zendesk platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. • Engage regularly with customers based on our touchpoint framework (i.e. user shadowing, strategic discovery, executive business reviews, and roadmap presentations). • Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn. • Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate). • Regularly assess, plan, and document your customer’s success journey with Zendesk via Gainsight. • Willing and able to travel domestically up to 25%, and easily visit customers in the northeast region (NYC/Boston/DC).

Requirements

• 5+ years of relevant work experience in customer-facing Customer Success, Account Management, or strategic consulting roles. • SaaS experience required. • Experience in Product Management or technical/business consulting roles attributing to technical delivery management or/program management for large, complex and global strategic customers a bonus. • Track record of managing up to 40 SMB accounts. • Have used CRM or Customer Success software such as SFDC and Gainsight to prioritize and manage accounts. • Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams. • Experience in a demanding role that requires strong leadership, committed priority management, and high emotional intelligence. • Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams. • Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers. • Applied domain/technical knowledge of CX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. • Zendesk knowledge is a bonus. • High-level understanding of enterprise architecture principles and familiarity with the IT application landscape common amongst Enterprise companies.

Benefits

• This position may also be eligible for bonus, benefits, or related incentives.