Principal Customer Success Manager

4 semanas atrás


Lisboa, Portugal Zendesk, Inc. Tempo inteiro

.Job Description We 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 Senior 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. Sr 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 Mentor and coach junior CSMs, sharing best practices and insights to help them grow and develop. Lead strategic initiatives and internal projects to drive customer success and business growth directly impacting KPIs. Build and foster strong relationships with your portfolio of 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). Independently execute customer experience maturity analysis to drive progress and results. Proactively analyze customer's product usage data and take necessary actions to mitigate risk, improve product adoption and reduce churn



  • Lisboa, Portugal Zendesk, Inc. Tempo inteiro

    .Job DescriptionWe 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 Senior 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...


  • Lisboa, Portugal Zendesk, Inc. Tempo inteiro

    Job DescriptionWe 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 Senior 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...


  • Lisboa, Portugal Zendesk, Inc. Tempo inteiro

    Job Description We 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 Senior 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...

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