Overview
The Customer Success Manager - German speaker is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using Zendesk solutions. It is an exciting customer-facing role that applies Zendesk and AI to enable customers to empower, service and accelerate their end customers’ businesses. The overarching objective is to ensure Zendesk customers realize business value and outcomes from their investment. The CSM works across a customer’s organization—from CXO-level to senior customer experience leaders and administrators running Zendesk solutions.
To achieve these goals, the mission of the CSM team is to:
* Deliver outcome-driven engagement throughout the customer’s journey using Zendesk solutions—from onboarding, to success planning, through product adoption and value realization
* Remove obstacles to product adoption and raise the overall Zendesk customer experience throughout the journey
* Advocate for the customer, providing actionable, customer-driven feedback to the Zendesk ecosystem
Responsibilities
* Proactive customer health management through outcome-driven engagement
* Product adoption acceleration and customer value realization
* Cultivating and accelerating growth of Zendesk customer relationships
* Delivering a world-class customer experience from onboarding to adoption roadmaps and ongoing value realization
* Driving and removing obstacles to adoption of Zendesk’s product suite, providing best practices and resources to link adoption to business value
* Advocating for the customer across the ecosystem and feeding prioritized feedback to product teams
* Maintaining proactive engagement and clear communication with customers (written and verbal)
* Collaborating with sales, customer support, professional services, renewals, and marketing
* Developing relationships with customer leaders at all levels of an organization
Qualifications
* Bachelor degree in computer science, information sciences & technology, engineering or business
* Minimum of 4+ years of related experience in Customer Success/Experience
* Fluency in German and English, professional in both languages
* Experience in enterprise technology/SaaS roles (customer success, professional services/consulting, technical account management, or solutions engineering/pre-sales)
* Experience with leading customer success tools (e.g., Gainsight)
* Track record of learning new technology and linking solutions to customer use cases and business value
* Experience supporting AI-powered solutions in customer-facing roles is a plus
* Ability to explain and demonstrate AI value to technical and non-technical stakeholders
* Strong multi-tasking and program/project management skills across multiple customers
* Strong interpersonal skills to influence at multiple levels across the customer organization
Hybrid work
Hybrid: This role combines on-site presence with remote work. You must attend our local office for part of the week; the specific in-office schedule is determined by the hiring manager.
Equal Opportunity
Zendesk is an equal opportunity employer and supports diversity, equity, and inclusion in the workplace. We consider applicants without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, disability, veteran status, or any other characteristic protected by law. We provide reasonable accommodations for applicants with disabilities during the recruitment process; please email your accommodation requests to the address specified in the job posting.
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