Customer Success Manager
Zendesk
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
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About the role
- Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle—from onboarding and outcome realization to renewal
- Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices
- Design and execute success plans, coordinate onboarding with Professional Services, and continuously optimize the customer experience
- Champion product adoption and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities
- Apply your technical understanding of Zendesk’s products and AI capabilities to advise customers on solution fit, configuration, and integration
- Identify commercial opportunities within your accounts by maintaining commercial acumen—spotting whitespace for expansion, leading renewals based on demonstrated business impact, and driving revenue growth through strategic engagement
- Build strategic partnerships with customers by operating as a trusted advisor
Requirements
- Must have a minimum of 5+ years of related experience in Customer Success / Experience
- Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
- Bachelor’s degree in a relevant field (Business, Engineering, Computer Science, or similar)
- Experience supporting and driving adoption of SaaS or AI-powered solutions in customer-facing roles
- Ability to influence stakeholders at all organizational levels, both internally and externally
- Proficiency with customer success tools (e.g., Gainsight) and basic quantitative analysis
- Strong program/project management and multitasking skills
Benefits
- Flexible working arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementcustomer experience managementSaaS solutionsAI capabilitiessolution configurationintegrationquantitative analysisprogram managementproject managementmultitasking
Soft skills
relationship managementstakeholder influencetrusted advisorstrategic engagementcommercial acumenproactive managementcommunicationcollaborationleadershipcustomer advocacy