Job Description
As a Manager in the Global Scaled Customer Success organization, your responsibility is to lead a team of CSMs focused on driving customer experience, adoption, optimization and retention. The Team Manager for Scaled Customer Success will play a pivotal role in nurturing and developing early-career Customer Success Managers. With a focus on enhancing team performance and ensuring exceptional customer experiences, you will lead a diverse team of associates, providing mentorship, guidance, and strategic direction. This role requires a blend of team leadership, hands-on engagement, strategic thinking and operational rigor. You’ll foster a positive, cohesive working environment where positive customer and employee experience are key. Your team will deliver 1:1 engagements through Discovery and Recommendation sessions, facilitate 1:Many webinar events, and help deliver on 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 Manager, Customer Success:
Team leadership of 8+ direct reports ensuring the team is supported, developing and surpassing KPIs
Collaboration across the Global Scaled Customer Success org, cross functional teams like Sales, Renewals, Marketing and Strategy
Participation in Leadership meetings, strategic planning and goal setting around 1:1 and 1:many engagements
Ownership of the team’s performance and developing
Responsible for keeping the team of Associate CSMs engaged and motivated
Proficient with tools like SFDC, Gainsight, Tableau, Outreach and Zendesk.
Skilled at risk mitigation, value realization delivery and mentoring and developing talent
Ownership of team pacing, performance management, and continuous team improvement
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 experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Coordination
You have 3+ years of hands-on experience with Zendesk and other CX tools
You have 3+ years of experience in Customer Success
You have 1+ years of people leadership experience in a Management role
Proven ability to mentor and develop teams to achieve and surpass goals
Strong analytical and problem solving skills; comfortable using data to drive decision making
High EQ, comfortable in ambiguous situations, a bias for action and ability to take initiative, ownership and responsibility
A strong ability to understand business objectives and and present solutions effectively
You’re dynamic, agile and nimble. You want a landscape that challenges you and changes shape vs. remains static
A passion for continuous improvement and delivering positive customer experiences
This position is based in Mexico City, MEX and requires 3+ days in office. Ideal candidates will possess bilingual fluency in English and Spanish
This is a great opportunity if you’re looking for an opportunity to grow, learn and drive positive experiences for customers.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
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 in-office 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 we’re 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 peopleandplaces@zendesk.com with your specific accommodation request.