Senior Customer Success Manager

November 18

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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

• Mentor and coach junior CSMs, sharing best practices and insights to help them grow and develop. • Lead strategic initiatives and internal projects to drive customer success and business growth directly impacting KPIs. • Build and foster strong relationships with your portfolio of customers 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 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, business reviews, and roadmap presentations). • Independently execute customer experience maturity analysis to drive progress and results. • Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption 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. • Expertly escalate matters where needed, including coordinating executive and cross functional teams to execute resolution for customers critical to the business. • Willing and able to travel internationally up to 25%, and easily visit customers and attend companies events.

Requirements

• A proven leader with experience in managing and mentoring teams or junior colleagues. • Experienced in managing Commercial, Mid-Market or Enterprise level accounts. • Well-versed in software and subscription services with excellent customer, partner, and market orientation. • Possess great communication skills and can collaborate and plan strategically with sales counterparts. • Have a background in a technology-related field and familiarity with Customer Support/CX (industry and technology). • Possess strong leadership skills and the ability to influence and inspire cross-functional teams. • Possess high technical aptitude to quickly learn new technologies and then consult on their value. • Self-starter who thrives in both collaborative and autonomous environments. • Strong analytical skills, including experience with Looker, Tableau, or similar software, and experience turning data into insights to fuel your ideas. • Fluency in German language would be considered as a strong asset.