Customer Success Manager with Spanish or German in London

The Customer Success Manager is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using Zendesk solutions. This is an exciting customer-facing role that puts you at the forefront of applying customer and employee service platforms and advanced AI to enable our customers to empower, service and accelerate their end customers’ businesses. The overarching objective of the CSM is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk.

This role will work across a customer’s organization, from a CXO-level down to senior customer experience leaders and to the administrators running Zendesk solutions. The CSM enables our customers’ success and Zendesk’s growth aspirations by delivering value from Zendesk solutions.

To achieve these goals, the mission of the CSM team is to deliver value across the customer journey, remove obstacles to product adoption, and advocate for the customer by providing actionable feedback to the Zendesk ecosystem.

• Deliver outcome-driven engagement throughout the customer’s journey using Zendesk solutions – from onboarding, to success planning, through product adoption and value realization.
• Remove obstacles to product adoption and raise the Zendesk customer experience across the journey.
• Advocate for the customer and provide customer-driven feedback to the Zendesk ecosystem.
• Collaborate with Zendesk customers and colleagues on delivering a world-class customer experience anchored on getting customers to value quickly.
• Drive, enable and remove obstacles to adoption of Zendesk’s product suite with prescriptive best practices and resources.
• Provide proactive engagement and communication with the customer, both written and verbal.
• Forge strong relationships with the rest of the Zendesk customer account team (sales, support, professional services, renewals, marketing).
• Develop strong relationships with customer leaders at all levels of the organization.
• Understand all aspects of overall customer health and proactively manage health metrics.
• Learn and understand new software solutions in the customer experience space.
• Track all engagement with accounts and provide ongoing intelligence on the status of customer health.
• Regular travel to customer locations or site visits is expected for this role at a minimum 40%.

• Minimum 5+ years of related experience in Customer Success / Experience.
• Fluency in Spanish or German; ability to communicate professionally in one of these languages.
• Ability to communicate professionally in English.
• Experience in go-to-customer/GTM roles in enterprise technology / SaaS.
• Proven track record of learning new technology/software solutions and linking them to customer use cases.
• Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus.
• Strong multi-tasking and program/project management skills.
• Strong interpersonal skills with the ability to influence at multiple levels across the customer’s organization.
• Bachelor’s degree in computer science, information sciences & technology, engineering or business.
• Ability to perform foundational quantitative analysis and basic churn forecasting.
• Experience leveraging leading customer success tools (e.g., Gainsight) as part of daily customer engagement.
• Available to work 2 times per week from our offices in Lisbon, Dublin or London.

Zendesk is committed to fairness and transparency; AI or automated decision systems may be used to screen applications in accordance with company guidelines and applicable law. Zendesk is an equal opportunity employer. We value diversity, equity, and inclusion in the workplace.