Job Description

***Please note, you must be based in Berlin or London and have the right to work in Germany or the UK to apply for this position. Unfortunately, we cannot provide visa support for this role. 

You must speak English and German to professional working proficiency to apply for this role***

This role will work on Customer Success for the Zendesk AI Agent (Ultimate) product.
Ultimate were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

THE ROLE

The Customer Success Manager for our Mid-Market customers will:

• Own a portfolio of 15-20 Mid-Market customers, as their single point of contact, help them achieve their strategic goals and realize significant value using the platform.

• Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs.

• Engage in customer onboarding by helping to define project scope and minimizing time-to-value.

• Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal.

• Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices.

• Work cross-functionally and build strong relationships with Professional Services, Sales and Product Management, and be responsible for securing resources to realize your customers’ objectives.

• Provide regular reporting on automation, product adoption, and account health KPIs. Identify risk early and develop strategies to mitigate.

• Lead quarterly business reviews with customers to align realized value with executive stakeholders and unlock expansion.

• Uncover expansion opportunities across new channels, markets, brands, and use cases and support Account Executives in closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

ABOUT YOU

• Experience in Customer Success, Account Management or related roles in a SaaS company.

• You have a successful track-record of managing medium-size customers with complex technical solutions and multiple stakeholders, in a high-touch B2B environment

• You’re a product expert with an aptitude for understanding how the product and integrating its features, integrations, capabilities & best practices help your customers achieve their goals.

• Technical problems excite you. You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement fixes.

• You are a natural advisor and value partner. You are laser-focused on customers' goals and enjoy defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.

• You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.

• You have a knowledge of CRM tools like Zendesk. Basic understanding of API integrations and JSON is a plus.

• You speak English and German fluently.

We measure success through:

• Retention Rate

• Expansion Rate/ARR Growth Rate

• Time to First Value

• NPS

THE HIRING PROCESS:

• Call with a Talent Partner: 15 mins

• Hiring Manager Interview: 30 mins

• Challenge Stage: 60 mins

• Final Interview with VP of Customer Success: 30 mins

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

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

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.