Director Customer Success
Director Customer Success
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Job Description
Job Description
What youll be doing
Lead and scale a team of Customer Success Managers supporting over 400 customers and generating $125M in ARR.
Own and execute the Customer Success vision for the Enterprise Segment in North America.
Manage quarterly deliverables that highlight customer growth retention trends and product/industry maturity.
Design and implement strategic improvements to processes services and systems to exceed adoption retention and growth objectives.
Collaborate with regional Sales Renewals and Professional Services leadership to ensure exceptional postsale experiences for customers.
Balance enterprise methodologies with emerging market tactics to elevate the segment and set a standard for leadership.
Establish and maintain executive relationships with key customers acting as a thought leader in the Customer Success space.
Foster a culture of accountability and through datadriven strategies and insights.
What you bring to the role
Minimum of 57 years of management experience in Customer Success Account Management or a similar function.
Strong consultative and strategic mindset with excellent business acumen.
Passion and experience in the customer service or customer experience (CX) sector.
Proven ability to connect and communicate trends crossfunctionally using clear metrics and feedback.
Effective collaboration skills with multiple teams and Clevel executives.
Demonstrated ability to manage and inspire a diverse team connecting with both technical and sales personnel.
Strong organizational skills and a professional demeanor with a quickwitted approach to problemsolving.
Ability to travel domestically up to 2540.
Basic Qualifications:
Excellent communication and interpersonal skills with a strong command of written communication.
Proven leadership abilities with a focus on coaching and developing team performance.
Experience in building collaborative teams and linking performance to overall business objectives.
Track record of partnering effectively with Sales Renewals Professional Services and other crossfunctional stakeholders.
Preferred Qualifications:
Demonstrated success in using customer success and services to drive sales and enhance customer experience innovatively.
Experience meeting and exceeding churn and contraction goals in a highgrowth fastpaced environment.
Datadriven decisionmaking skills with a strong focus on .
Ability to interface comfortably at a senior level and navigate complex customer needs.
Enthusiasm for technology and relevant experience in a technology company or consultancy.
Experience in resource planning including account alignment and hiring strategies.
Proven experience as a secondline leader effectively managing and coaching frontline managers to enhance team performance and drive success.
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 were 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 preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.
Required Experience:
Director
Employment Type
Full-Time
