Manager, Customer Success

Job Description

Please note, you must have the right to work in Portugal to be a suitable candidate for this position. We cannot provide visa sponsorship for this role.

We're thrilled to offer an incredible opportunity for a Manager to lead our first-ever Scaled Customer Success team in Lisbon! As the driving force behind this new initiative, you'll play a pivotal role in shaping the team's success and making an immediate impact. If you're a visionary leader eager to build, inspire, and lead in a fast-paced, high-performance environment, this is your chance to create something truly exceptional from the ground up!

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. This role requires a blend of team leadership, hands-on engagement, strategic thinking and operational rigor. You’ll need to be a systematic thinker, comfortable with data, building hypotheses and operationalizing strategies to execution. You’ll need a skill set both in direct customer engagement, scaled 1:many program development and leadership, and digital program development and leadership as our customer base is diverse and distributed. 

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 development 

• Skilled at risk mitigation, value realization delivery and mentoring and developing talent 

• Ownership of forecasting, team pacing, performance management, and continuous team improvement 

• The opportunity to a lead with responsibilities across regions 

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 Experience: 

• You have experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management 

• 8+ years of total work experience

• 3+ years of experience in Customer Success

• 3+ years of hands-on experience with Zendesk or other CX tools 

• Experience in 1:1 and 1:many customer engagements both from a delivery and design perspective 

• A strong track record of exceeding targets and top performance 

• Experience and a skill set with Gainsight, SFDC, Outreach, Zendesk, Tableau 

• 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 and have systematic problem solving approaches, typically developed from technical, engineering, or administration type educational degrees 

• Experience working across large and small customers, ranging from 5K to 500K+ in ARR 

• 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

• A passion for continuous improvement and delivering positive customer experiences 

• This position is based in Lisbon, Portugal and requires 3+ days in office. Ideal candidates will possess bilingual fluency in English and Portuguese 

• This position may require flexible working hours to include evenings 

This is a great opportunity if you’re looking for an opportunity to grow, learn and drive positive experiences for customers. 

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 [email protected] with your specific accommodation request.