Director, Customer Success - Onboarding & Adoption
Director, Customer Success - Onboarding & Adoption
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 209000 - 313000
1 Vacancy
Job Description
Job Description
Austin TX
Were hiring a leader to build and scale two critical global functions: Customer Onboarding & Targeted Adoption.
This role is central to ensuring customers in our higher volume segments realize early value and longterm success through the right combination of humanled and digital onboarding engagements. Additionally it ensures our more established customers are maximizing value from their investment including complex use cases and product adoption scenarios.
Youll lead the development launch scale and across both teams including hiring operations process and execution.
This role is highly cross functional requiring partnership and collaboration across Sales Product Marketing Digital and more. Youll report to the VP Global Customer Success.
What Youll Do:
Build and lead a global onboarding team focused on lower ARR cohorts delivering highvolume structured engagements to drive early value and successful golives
Stand up a targeted adoption team of experienced CSMs who operate across accounts within regions diving into complex product adoption scenarios when deeper engagement is required
Define onboarding experiences by segment including webinar and digitalled models 1:1 onboarding sessions and strong handoff and integration processes
Align onboarding and adoption engagements to customer objectives plan types and lifecycle stages
Partner with Sales Product Marketing Digital and Analytics teams to position resources correctly and integrate with existing onboarding flows and content
Drive tooling and workflow decisions for team assignment scheduling and engagement tracking
Ensure both teams are measurable scalable and outcomesdriven with clear KPIs tied to customer activation and adoption.
What You Bring:
12 years of professional experience in a GTM and/or Success function
5 years of people leadership experience ideally including experience as a 2ndline leader or leader of leaders (leading a global team ideal)
Proven success building and scaling Customer Success Onboarding or Implementation teams preferably in a SaaS environment
Strong data fluency and technical aptitude
Operational strength and comfort driving execution in fastmoving environments
Experience with tools like Zendesk Salesforce Gainsight Gong and other platforms
Strong collaboration and stakeholder management across GTM and Product orgs
Spanish fluency a plus but not required
Willingness to travel quarterly to global sites
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 inoffice 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 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
