Customer Success Manager

1 day ago

Singapore Zendesk Full time

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Customer Success Manager
role at
Zendesk
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Customer Success Manager
role at
Zendesk
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Job Description
As a Customer Success Manager in the Global Scaled Customer Success organization, your responsibility is to work nimbly across different sizes and segments of customers, delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating 1:Many webinar events, and scaled campaigns. Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.
Job Description
As a Customer Success Manager in the Global Scaled Customer Success organization, your responsibility is to work nimbly across different sizes and segments of customers, delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating 1:Many webinar events, and scaled campaigns. Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.
A Day In The Life Of a Scaled CSM
Working across a large cohort of different types of customers. One day you may be helping a small Retail customer optimize their CX Messaging and the next you're delivering a recommendation to a larger Enterprise organization
You'll work cross functionally with Zendesk Advocacy/Support, Sales, Renewals, Professional Services and more.
You'll leverage data and insights to shape your approach, inform your discovery, and bolster your recommendations
You'll help forecast and mitigate risk, ensuring growth, and drive customer satisfaction
You will work with customers to provide consultation, demos and standard processes on Zendesk product capabilities for quick wins
Provide guidance on advanced product features and integrations.
You'll develop a deep understanding of Zendesk's products and have the ability to demo them to customers who are early in their adoption journey and customers who have a long tenure with Zendesk
As a group, we host weekly online events that let customers get to know us while they learn alongside their peers.
We produce short videos that convey intricate concepts in an easily digestible way.
We build outreach campaigns - usually via email & video - that entice customers to engage with us and realize the value of our partnership.
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.
Your Background
You have 3+ years experience working in Customer Success or

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