Customer Success Manager

About this role

Job Description
Customer Success Manager, Pulse
Why This Role? Why Now?
The world of customer experience isn’t just evolving—it’s being revolutionized. At Zendesk, we don’t watch the future unfold. We build it. As the architects of the AI-powered Resolution Platform, we’re resetting the standard for what customer service—and customer success—can mean on a global stage.


Mission
Consider the Zendesk
Customer Success Manager (CSM)
role if you are ready to be a pioneer in the future of Customer Experience (CX). This is a dynamic advisory position that puts you at the forefront of leveraging Zendesk's cutting-edge AI technologies to guide customers directly to their desired business outcomes. You will gain full ownership of your customer relationships, acting as an orchestrator and strategic partner, responsible for driving product adoption, articulating clear ROI, and accelerating growth. If you are driven by accountability, have a strong technical understanding of SaaS/AI, and want to make an outsized impact on customer success and Zendesk's growth trajectory, this role offers the perfect platform for innovation and career acceleration.


Overarching Objective For The Role

• Proactive customer health management through intentional, outcome-driven customer engagement, leveraging Zendesk’s advanced solutions, including cutting-edge AI technologies.
• Product adoption acceleration and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities, partnering with customers to articulate ROI and provide tailored adoption roadmaps.
• Cultivating, strengthening, and accelerating growth of Zendesk customer relationships by applying technical understanding of Zendesk’s products and AI capabilities to advise customers on solution fit, configuration, and integration.

How You’ll Make An Impact

• Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle—from on...