Job Description

In-Office 3x Days/Week

We’re hiring a Manager to lead a global team of Customer Success Managers dedicated to driving deep, targeted product adoption across complex customer scenarios. These CSMs will operate within regions, diving into high-impact situations where customers require focused, hands-on support to ensure they are realizing maximum value from their investments.

As Manager, you’ll report to the Director of Customer Success – Onboarding & Adoption and be responsible for operationalizing this new function. You’ll manage a globally distributed team, align resources to priority needs, and ensure consistent execution, high-quality engagements, and measurable value realization.

What You’ll Do:

• Lead a global team of senior CSMs who support complex adoption use cases across the customer base. These CSMs will own a region rather than a BoB, working closely with CSMs in the region.

• Align team capacity and skill sets to customer need, coordinating short-term, high-touch engagements, defining and measuring success criteria

• Drive consistency in execution across regions, ensuring engagements are focused on unlocking product value tied to customer goals

• Build processes for intake, assignment, success measurement, and handoff back to the core CSM

• Collaborate cross-functionally with Product, Sales, Support and Digital teams to ensure alignment on key adoption drivers and blockers

• Coach and support team members on consultative engagement, product knowledge, and influence-based customer leadership

• Track engagement outcomes and help evolve the strategy based on trends, feedback, and results

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.

What You Bring:

• You have experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Coordination

• You have 3+ years of hands-on experience with Zendesk and other CX tools

• You have 3+ years of experience in Customer Success

• You have 1+ years of people leadership experience in a Management role

The US annualized OTE (On Target Earnings) range for this position is $147,000.00-$221,000.00 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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.