Zendesk · 8 hours ago
Senior Manager, Customer Success
Texas, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$170K/yr - $256K/yr
9+ years expZendesk is revolutionizing customer experience with their AI-powered Resolution Platform. They are seeking a Senior Manager of Customer Success to lead a team of Customer Success Managers, drive customer success through strategic adoption of AI tools, and maximize team performance and customer outcomes.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
Responsibilities
Lead a team of up to 10 Customer Success Managers supporting our segments
Make Zendesk’s customers so successful they want to buy more, stay longer, and advocate fiercely
Build a team that blends financial acumen, technical product knowledge, and data-driven experimentation into a customer outcomes powerhouse
Drive Strategic Adoption and Integration of AI-Enabled Customer Success Tools
Maximize Team Performance and Customer Outcomes
Cultivate Continuous AI Fluency and Enablement within the Team
Build and Lead a Team of Value Architects
Hire, coach, and grow a diverse team, fostering a culture of curiosity, candor, and courageous experimentation
Accelerate your team's product and overall CX technology proficiency, ensuring deep technology and AI fluency to lead customer conversations
Set and communicate crystal-clear goals, weekly, monthly, quarterly, and annual KPIs, and clear accountability frameworks
Attend in-person customer meetings, assist with deep multi-threading, and use Gong consistently to coach the team, identify trends, and stay ahead of the market
Empower your teams while driving operational consistency and rigorous execution to exceed financial targets and contribute to complex cross-functional initiatives
Inspire CSMs to act as “mini-CEOs”—owning portfolio strategies, customer prioritization planning, eliminating blockers and opportunities end-to-end
Lead internal monthly/quarterly business reviews (MBRs/QBRs), ensure success plans are built, adopted, and regularly refreshed based on driving customer outcomes that matter
Actively manage churn and expansion playbooks, pipeline health and renewal forecasting accuracy, and run the business by the numbers
Relentlessly drive adoption and sophistication of AI-powered tools for risk flagging, customer insights, automation, and customer engagement
Partner with Product/AI teams, pilot new tools, and aggressively iterate based on real-world feedback
Own forecasting, retention and growth strategies (partnering heavily with sales and renewals teams), and portfolio reporting for your team—ensuring accuracy, transparency, and proactive management of risk
Optimize workload distribution and manage capacity with agile, data-driven resource allocation
Champion rigorous performance results through regular 1:1s, career development, and actionable feedback that makes Zendesk a CS destination of choice
Act as the business owner for the assigned segment, taking responsibility for revenue outcomes, resource planning, operational health, and ensuring CS feedback influences the Zendesk product roadmap via proactive cross-functional collaboration
Coach for high performance and secure team success through prompt performance management, actionable feedback loops, routine team health checks, skills assessments, and championing promotions for high potential talent
Recruit, interview, and onboard new Customer Success Managers, with a focus on building a diverse team in terms of thought and skill
Personally drive resolution for high-impact or strategic customer situations and document learnings to promote continuous improvement across the team
Qualification
Required
9+ years in Customer Success, or relevant customer-facing roles in SaaS or technology companies, with at least 5+ years managing teams
Strong expertise in leveraging AI-driven tools, analytics, and automation to positively impact customer success outcomes
Direct experience with AI or next-gen tooling, and the ability to build or manipulate data pipelines and automated reporting
Proven experience leading high-performing Customer Success teams segmented by customer size/complexity (SMB to Strategic)
Deep understanding of core CS principles, including retention, engagement models, and performance measurement
Track record of collaborating effectively at a leadership level with product, sales, marketing, and AI/technology teams
Comfort running QBRs, NRR/GRR analyses, and forecasting with confidence
A data-driven approach is essential for demonstrating impact (outcomes, not just org charts)
Insatiable curiosity, high adaptability, and a proven history of upskilling and delivering results in ambiguous, rapid-paced, and dynamic environments
Preferred
Bachelor's degree in Business or Technology preferred
Advanced degrees or certifications in Customer Success or AI Application being a significant plus
Benefits
Bonus
Benefits
Related incentives
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5001-10000 employees
H1B Sponsorship
Zendesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (69)
2023 (37)
2022 (92)
2021 (93)
2020 (44)
Funding
Current Stage
Public CompanyTotal Funding
$85.5MKey Investors
RedpointMatrixBenchmark
2022-11-22Private Equity
2022-06-24Acquired
2019-09-18Grant
Leadership Team
Mikkel Asger Svane
CEO and Co-Founder
Adrian McDermott
CTO
Recent News
Small Business Trends
2025-12-25
2025-12-20
2025-12-18
Company data provided by crunchbase