Strategic Customer Success Manager

2 semanas atrás


Lisboa, Lisboa, Portugal Zendesk, Inc. Tempo inteiro

Company Overview

Zendesk, Inc. is a global leader in customer service software, powering billions of conversations with brands worldwide.

About the Role

We are seeking an experienced Manager, Customer Success to lead our Scaled Customer Success team in Lisbon, Portugal. As a key member of our Global Scaled Customer Success organization, you will be responsible for leading a team of Customer Success Managers (CSMs) focused on driving customer experience, adoption, optimization, and retention.

Job Description

The ideal candidate will have a proven track record of exceeding targets and top performance in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management. You will need 8+ years of total work experience, 3+ years of experience in Customer Success, and 3+ years of hands-on experience with Zendesk or other CX tools.

Key Responsibilities

  • Lead a team of 8+ direct reports, ensuring they are 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, mentoring, and developing talent
  • Ownership of forecasting, team pacing, performance management, and continuous team improvement
  • The opportunity to lead with responsibilities across regions

Benefits

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

About Zendesk

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 while also giving our people the flexibility to work remotely for part of the week.

Estimated Salary Range: €60,000 - €90,000 per annum, depending on experience.



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