Customer Success Manager

3 semanas atrás

Lisboa, Lisboa, Portugal Zendesk, Inc. Tempo inteiro
Lead Our Scaled Customer Success Team in Lisbon

We're seeking a visionary leader to drive the success of 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.

About the Role

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.

Key Responsibilities
  • Lead a team of 8+ direct reports, ensuring they're supported, developing, and surpassing KPIs
  • 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
  • Own the team's performance and development
  • Skilled at risk mitigation, value realization delivery, and mentoring and developing talent
  • Own forecasting, team pacing, performance management, and continuous team improvement
  • The opportunity to lead with responsibilities across regions
Requirements
  • 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
  • Experience working across large and small customers, ranging from
  • 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 present solutions effectively
  • A passion for continuous improvement and delivering positive customer experiences
What We Offer

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.

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