Leader, Customer Experience Strategist

Há 5 dias


Lisboa, Lisboa, Portugal Zendesk, Inc. Tempo inteiro
Job Overview

We are seeking an experienced Leader to join our Global Scaled Customer Success organization in Lisbon, Portugal.

About the Role

This is a leadership position that requires driving customer experience, adoption, optimization and retention through team leadership, hands-on engagement, strategic thinking and operational rigor. The ideal candidate will have 8+ years of total work experience, with at least 3+ years of experience in Customer Success and 3+ years of hands-on experience with Zendesk or other CX tools.

Responsibilities
  • Lead a team of CSMs focused on driving customer experience, adoption, optimization and retention.
  • Collaborate across the Global Scaled Customer Success org, cross-functional teams like Sales, Renewals, Marketing and Strategy.
  • Participate 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.
  • Forecasting, team pacing, performance management, and continuous team improvement.
Requirements
  • Experience leading in Customer Success and working in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management.
  • Strong analytical and problem-solving skills; comfortable using data to drive decision-making and systematic problem-solving approaches.
  • Able to mentor and develop teams to achieve and surpass goals.
  • Passion for continuous improvement and delivering positive customer experiences.
Location & Work Arrangement

This position is based in Lisbon, Portugal, and requires 3+ days in office. Ideal candidates will possess bilingual fluency in English and Portuguese. Flexible working hours may be required, including evenings.

What We Offer
  • An estimated salary of $100,000 - $150,000 per year, depending on experience.
  • A hybrid work arrangement, allowing flexibility between remote and in-office work.
  • The opportunity to lead a team and make a significant impact on customer experience.
  • Continuous learning and growth opportunities within the company.


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