Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle
Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices
Champion product adoption and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities
Apply technical understanding of Zendesk’s products and AI capabilities to advise customers on solution fit, configuration, and integration
Identify commercial opportunities within your accounts by maintaining commercial acumen
Use analytical capability to interpret customer data and health metrics, proactively uncover trends, and make informed recommendations
Build strategic partnerships with customers by operating as a trusted advisor

Must have a minimum of 10+ years of related experience in Customer Success / Experience
Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS
Bachelor’s degree in a relevant field (Business, Engineering, Computer Science, or similar)
Experience supporting and driving adoption of SaaS or AI-powered solutions in customer-facing roles
Ability to influence stakeholders at all organizational levels, both internally and externally
Proficiency with customer success tools (e.g., Gainsight) and basic quantitative analysis
Strong program/project management and multitasking skills.

Principal Customer Success Manager

Key skills