Job Description

Please note, this role is suitable for anyone based in the East Coast of the USA in an Eastern Standard Time zone.

This role will work on Customer Success for the Zendesk AI Agent Advanced (formerly Ultimate) product. Ultimate was acquired by Zendesk in March 2024, and together we’re building the world’s most advanced AI agents in CX.

What you’ll be doing:

• Own a portfolio of SMB customers, help them achieve their strategic goals and realize significant value using AI and Automation.

• Be a product expert. Stay up-to-date with new features and accelerate product adoption by working closely with frontline support teams, reviewing their solution and providing proactive training and best practices.

• Build strong customer relationships and keep engagement high through Success Plans, outlining strategic objectives and related KPIs, and initiatives to deliver against these.

• Provide regular reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them.

• Deliver a strategic cadence of Business Reviews to customers to align realized value with executive stakeholders.

• Work cross-functionally and build strong relationships within Zendesk AI Agent's Professional Services, Sales and Product, and with the Zendesk Core team.

• Uncover expansion opportunities across new channels, markets, brands, and use cases and support Account Executives in closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

About You

• Experience in Customer Success, Account Management, Customer Support Leadership or related roles in a SaaS company.

• You have a successful track-record of managing SMB customers with complex technical solutions.

• You’re a product expert with an aptitude for understanding how the product and integrating its features, integrations, capabilities & best practices help your customers achieve their goals.

• Technical problems excite you. You regularly liaise with technical teams, both internally and externally.

• You are a natural advisor and value partner. You are laser-focused on customers' goals and enjoy defining, presenting, and executing Success Plans and Business Reviews to achieve objectives and drive ROI.

• You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.

• You have a knowledge of Zendesk or a similar CRM. Basic understanding of API integrations is a plus.

• You speak English fluently.

The US annualized OTE (On Target Earnings) range for this position is $75,000.00-$113,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.