Principal Customer Success Manager

By clicking “Apply Now,” I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendesk’s Candidate Privacy Notice.Job DescriptionRole SummaryWe are looking for a highly driven and motivated individual who is passionate about building strong relationships and providing a best-in-class customer experience.Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite with a wide array of customers. We ensure customers are optimized and scaling easily through impactful engagements, while driving customers’ business and technical value. Our priority is to understand our customer’s business, work collaboratively with them to create a Success Plan, and ultimately deliver measurable ROI and customer results using Zendesk.CSMs align to a portfolio of customers within a specific region and are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. This is done through proactively engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their CX maturity. Alongside your teammates in Sales, Support, and Product Management, you ensure that customers are seeing results from Zendesk and will continue to stay and grow!What You’ll Do• Build and foster strong relationships with your portfolio of Enterprise and Mid-Market customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation to their end business users.• Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.• Develop and apply domain/technical knowledge of the Zendesk platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.• Engage regularly with customers based on our touchpoint framework (i.e. user shadowing, strategic discovery, business reviews, and roadmap presentations).• Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption and reduce churn.• Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)• Ability to independently execute customer experience maturity analysis to drive progress and results.• Will be an expert at working with a more complex/higher ARR book of business.• Adept at challenging customers where they assess their CX strategy as sub-optimal.• Understands and distills customers’ corporate strategy and key stakeholders’ agendas in order to guide customers along customer experience maturity journey with measurable outcomes for their business.• Impact to department productivity/effectiveness. (KPIs)• High Work Latitude (Level of Autonomy) Seen as an escalation point within the team when management is unavailable. Creates process and technical structure to support others.• Regularly assess, plan, and document your customer’s success journey with Zendesk via Gainsight.• Willing and able to travel domestically up to 25%, and easily visit customers in the West U.S.Who You Are• Experienced in managing Mid-Market and/or Enterprise level accounts.• High level of understanding of the customer service industry and competitive landscape.• Established as a SME for certain products, industries or segments.• Well-versed in software and subscription services with excellent customer, partner, and market orientation.• Possess great communication skills and can collaborate and plan strategically with sales counterparts.• Have a background in a technology-related field and familiarity with Customer Support/CX (industry and technology).• Possess strong leadership skills and the ability to influence and inspire cross-functional teams.• Possess high technical aptitude to quickly learn new technologies and then consult on their value.• Self-starter who thrives in both collaborative and autonomous environments.• Strong analytical skills, including experience with Looker, Tableau, or similar software, and experience turning data into insights to fuel your ideas.• Leader amongst peers, supports colleagues and covers for management when needed.• Leads the business by identifying new customer experience trends both in and outside of their book of business.• Overcomes most barriers and escalates effectively when other options are exhausted.• Expert escalation at all levels including coordinating executive and cross functional teams to execute resolution for customers critical to the business.What You've Done• 12+ years of relevant work experience in customer-facing customer success, strategic account management (10 accounts), or strategic consulting roles. SaaS experience required.• History of success driving customer retention and ARR Growth (GRR) across a book of business ranging from $10M- $14M ARR• Significant experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams.• Experience in a demanding role that requires strong leadership, committed priority management, and high emotional intelligence.• Proven ability to quickly grasp and distinctly explain technological and business concepts.• Proven track record of identifying and collaborating on expansion opportunities and strategies with account teams.• Applied domain/technical knowledge of the Zendesk solution, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. Zendesk knowledge is a bonus.• High level understanding of enterprise architecture principles.• Completed Bachelor’s Degree or equivalent career experience.The US annualized OTE (On Target Earnings) range for this position is $165,000.00-$247,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.#LI-DT2Zendesk 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.The US annualized OTE (On Target Earnings) range for this position is $165,000.00-$247,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.About Zendesk - Champions of Customer ServiceZendesk 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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.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.