As a Customer Success Manager in the Global Scaled Customer Success organization, your responsibility is to work with agility across different sizes and segments of customers, delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating webinar events, and scaled campaigns. Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.
A day in the life of a Scaled CSM:
Working across a large cohort of different types of customers. One day you may be helping a small Retail customer optimize their CX Messaging and the next you’re delivering a recommendation to a larger Enterprise organization.
You’ll work cross functionally with Zendesk Advocacy/Support, Sales, Renewals, Professional Services and more.
You’ll leverage data and insights to shape your approach, inform your discovery, and bolster your recommendations.
You’ll help forecast and mitigate risk, ensuring growth, and drive customer satisfaction.
As a group, we host weekly online events that let customers get to know us while they learn alongside their peers.
We produce short videos that convey intricate concepts in an easily digestible way.
The Scaled team is committed to continuous improvement, testing and iterating, and seeking innovative ways to work efficiently and to deliver the best customer experience possible. We’re a global team with members in AMER, EMEA, APAC and LATAM. We value hard work, candor, commitment to one another and our customers, and desire to learn and grow.
Your background:
You have experience working in Customer Success, Sales, Support or other customer-facing roles.
You have experience identifying business objectives and mapping solutions, in a thorough, compelling but crisp manner.
You’re dynamic and agile. You want a landscape that challenges you and changes shape vs. remains static.
You’re data driven and have experience with tools like SFDC, Gainsight, Tableau and Zendesk.
You’re not satisfied with the status quo and you’re driven by continuous improvement and positive customer experiences.
This role is based in Dublin, Ireland and will be responsible for supporting customers throughout EMEA. German, Dutch, any of the nordics (Norwegian, Swedish, Finnish), French or Italian would be an incredible bonus.
This is a great opportunity if you’re looking for an opportunity to grow, learn and drive positive experiences for customers.
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