About
Zendesk develops software that brings calm to the chaotic world of customer service and powers billions of conversations between people and brands.
Responsibilities
•Take ownership of customer relationships throughout the lifecycle, from onboarding and outcome realization to renewal, and drive customer health, retention, advocacy, and value
•Deliver outcome-driven engagement across the customer journey by applying customer experience management best practices
•Design and execute success plans, coordinate onboarding with Professional Services, and continuously optimize the customer experience
•Drive product adoption and value realization by championing Zendesk's AI and automation capabilities, articulating ROI, and providing tailored adoption roadmaps
•Advise customers on solution fit, configuration, and integration, translating product features into value for technical and non-technical stakeholders
•Identify commercial opportunities, lead renewals based on business impact, and drive revenue growth through strategic engagement
•Interpret customer data and health metrics, uncover trends, prioritize accounts, forecast renewals, and surface risks and opportunities
•Build trusted customer partnerships, facilitate long-term success planning, foster executive relationships, and collaborate cross-functionally on shared goals and innovation
Requirements
•Proven customer ownership, accountability for outcomes, and proactive delivery of customer value
•Experience in CX management, end-to-end experience coordination, feedback application, and continuous improvement
•Commercial acumen, understanding of customer business models, and ability to identify growth opportunities and connect product adoption to revenue
•Ability to build strategic, consultative partnerships, co-develop success plans, and act as an innovation partner
•Strong technical understanding and ability to learn new technologies and grasp AI features, integrations, and scalability
•Ability to champion product adoption, coach stakeholders on new capabilities, and communicate impact
•Ability to interpret customer usage data, monitor health scores, quantify adoption impact, and prioritize actions based on analysis
•At least 5 years of related experience in Customer Success / Experience
•Experience in customer-facing enterprise technology or SaaS GTM roles, including customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
•Bachelor's degree in Business, Engineering, Computer Science, or a similar relevant field
•Experience supporting and driving adoption of SaaS or AI-powered solutions in customer-facing roles
•Ability to influence internal and external stakeholders at all organizational levels
•Proficiency with customer success tools such as Gainsight and basic quantitative analysis
•Strong program/project management and multitasking skills
•Native-level German and business-level English
Conditions
No conditions specified in the posting.
