Lead Customer Success Strategist for Lisbon Team

2 semanas atrás


Lisboa, Lisboa, Portugal Zendesk, Inc. Tempo inteiro

About the Role

Zendesk, Inc. is seeking a seasoned Manager to spearhead our Scaled Customer Success team in Lisbon, Portugal. As a key member of our Global organization, you will be responsible for leading a team of Customer Success Managers (CSMs) in driving exceptional customer experiences, adoption, optimization, and retention.

A Day in the Life

  • Lead a team of 8+ direct reports, ensuring they have the necessary support and resources to surpass Key Performance Indicators (KPIs)
  • Collaborate with cross-functional teams, including Sales, Renewals, Marketing, and Strategy, to align on business objectives and strategies
  • Participate in Leadership meetings to set goals and strategic planning around 1:1 and 1:many engagements
  • Own the performance and development of your team, focusing on risk mitigation, value realization delivery, mentoring, and talent development
  • Take ownership of forecasting, team pacing, performance management, and continuous improvement initiatives

Your Expertise

  • You possess extensive experience in leading Customer Success teams and have a proven track record in customer-facing roles such as Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management
  • You have at least 8 years of total work experience, with 3+ years specifically in Customer Success and 3+ years of hands-on experience with Zendesk or other CX tools
  • You are skilled in 1:1 and 1:many customer engagements from a delivery and design perspective, with a strong analytical and problem-solving approach
  • You have experience working across large and small customers, with a bias for action, comfortable in ambiguous situations, and able to take initiative, ownership, and responsibility

About Zendesk

Zendesk software was designed to bring calm to the chaotic world of customer service. Today, we power billions of conversations with brands you know and love. We believe in offering our people a fulfilling and inclusive experience, with a hybrid way of working that enables us to connect, collaborate, and learn while giving our people flexibility to work remotely.

What We Offer

  • A competitive salary, estimated at €80,000 - €120,000 per annum, depending on experience
  • Bilingual fluency in English and Portuguese required, with flexible working hours to include evenings
  • The opportunity to lead a high-performing team and drive positive experiences for customers

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