Zendesk

Principal Customer Success Manager

Zendesk

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $185,000 - $277,000 per year

Job Level

Lead

About the role

  • Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle
  • Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices
  • Champion product adoption and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities
  • Apply 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
  • Use analytical capability to interpret customer data and health metrics, proactively uncover trends, and make informed recommendations
  • Build strategic partnerships with customers by operating as a trusted advisor

Requirements

  • Must have a minimum of 10+ years of related experience in Customer Success / Experience
  • Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS
  • 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
  • Professional development opportunities
  • Flexible working hours
  • Hybrid working arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experience managementAI capabilitiessolution configurationintegrationquantitative analysisprogram managementproject managementSaaS solutionsdata interpretationtrend analysis
Soft Skills
customer relationship managementstakeholder influencestrategic partnership buildingtrusted advisormultitaskingcommercial acumenoutcome-driven engagementproactive managementcommunicationevangelism