Senior Manager Customer Success, Digital Programs
Senior Manager Customer Success, Digital Programs
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Job Description
Job Description
Remote (Global)
We are looking for a strategic handson Senior Manager of Digital Programs to lead the next evolution of our global digital customer success efforts. This role will oversee a team of program managers and facilitators focused on designing and delivering scalable digitalfirst engagements across the customer lifecycle from onboarding and adoption to retention and renewal.
This leader will own the strategy development and execution of highimpact digital programs that engage customers at scale including webinars campaigns and video content. Theyll partner closely with gotomarket teams to ensure our digital touchpoints are targeted impactful and aligned to customer outcomes.
Key Responsibilities
Lead a global team of Program Managers and Facilitators focused on driving digital customer success programs
Oversee the development and execution of scalable digital programs across key lifecycle stages (onboarding adoption retention renewal)
Guide Program Managers in:
Strategic planning content development and delivery of digital customer programs
Crossfunctional coordination with Product Marketing Sales and CS
Measuring and optimizing program performance against customer and business outcomes
Support Facilitators in delivering highquality engaging content through webinars virtual sessions and asynchronous formats
Own the digital CS strategy ensuring timely relevant and outcomedriven campaigns and assets
Drive innovation in digital success delivery using data automation and experimentation
Establish processes and infrastructure to scale delivery globally ensuring quality and consistency
Requirements
3 years of experience leading people ideally in a global or distributed environment
Proven experience building and scaling digital customer success or customer experience programs
Strong understanding of customer lifecycle management and success motions
Exceptional crossfunctional collaboration skills; ability to work across Product CS Marketing and Ops
Experience with digital content formats: webinars video email campaigns inproduct messaging etc.
Strategic thinker with strong execution and program management capabilities
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:
Senior Manager
Employment Type
Full-Time
