Engagement Manager

Join us at Zendesk where were on a mission to power exceptional service for every person on the planet. Were accelerating that ambition by building products rooted in AI automation and intelligent customer experiences because behind every interaction lies an opportunity to make a human connection.

Were seeking a proven Engagement Manager to join our delivery team driving successful implementations for newly signed this role youll help customers realize value from Zendesks AI-enabled service solutions by leading onboarding coordinating cross-functional teams and ensuring timely high-quality project delivery that supports retention and expansion.

What youll be doing

• Own onboarding and end-to-end implementation for newly signed customers delivering projects on time on scope and with measurable business outcomes.

• Run project kickoffs trainings and workshops to align stakeholders on goals success metrics and adoption plans.

• Develop and maintain detailed project plans timelines milestones and RACI for both client and internal stakeholders.

• Serve as the primary client contact during delivery provide regular status updates manage expectations and resolve escalations.

• Coordinate cross-functional teams (Engineering Product Sales Customer Success Professional Services) to remove blockers and drive delivery.

• Identify and mitigate risks manage dependencies and scope changes and escalate critical issues to resolution.

• Track and report project KPIs (time-to-value adoption metrics milestones met) and lead post-implementation reviews to identify improvements.

• Act as a trusted advisor recommend best practices integrations and configurations that maximize customer ROI and product adoption.

What you bring to the role

• 5 years experience in customer-facing implementations program/engagement management or customer success in a SaaS environment.

• Demonstrated ability to manage multiple concurrent projects and stakeholders in a fast-paced environment while maintaining attention to detail.

• Strong communicator who builds trust with customers and internal teams; comfortable presenting to technical and executive audiences.

• Technical fluency with APIs integrations and common software architecture concepts to coordinate engineering work.

• Solid project management skills and familiarity with tools such as Jira Asana or MS Project; experience with Agile or hybrid delivery methods.

• Customer-focused mindset with strong problem-solving de-escalation and stakeholder management skills.

• Experience measuring adoption and business outcomes and using data to drive post-implementation improvements.

Basic Qualifications

• Bachelors degree in Business Computer Science Information Technology or equivalent practical experience.

• 5 years relevant experience in SaaS implementation program management or customer success.

• Proven track record owning end-to-end implementation lifecycles and coordinating cross-functional teams.

• Strong written and verbal communication skills; experience interfacing with both technical and executive stakeholders.

Preferred Qualifications

• Experience with customer support or CRM platforms (e.g. Zendesk Salesforce) and common integrations.

• Project management certification (PMP PRINCE2 Certified ScrumMaster) or equivalent.

• Familiarity with emerging AI trends and practical experience applying AI/automation to improve workflows or customer outcomes.

• Experience managing enterprise-level implementations or multi-product integrations.

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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.

As part of our commitment to fairness and transparency we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position in accordance with Company guidelines and applicable law.

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 pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.