.Please note, you must have the right to work in Lisbon to be a suitable candidate for this position. We cannot provide visa sponsorship for this role. Join us on an exciting journey as we build our very first Scaled Customer Success team in Lisbon! This is your chance to be part of a groundbreaking initiative, as we're hiring for 6 CSMs, where your contributions will have an immediate and lasting impact. If you're passionate about shaping something new and thriving in a dynamic, fast-growing environment, this opportunity is made for you, so read on! As a Customer Success Manager in the Global Scaled Customer Success organization, your responsibility is to work nimbly across different sizes and segments of customers, delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating 1:Many webinar events, and scaled campaigns. Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term. A day in the life of a Scaled CSM: Working across a large cohort of different types of customers. One day you may be helping a small Retail customer optimize their CX Messaging and the next you're delivering a recommendation to a larger Enterprise organization. You'll work cross-functionally with Zendesk Advocacy/Support, Sales, Renewals, Professional Services and more. You'll leverage data and insights to shape your approach, inform your discovery, and bolster your recommendations. You'll help forecast and mitigate risk, ensuring growth, and drive customer satisfaction. You will work with customers to provide consultation, demos and standard processes on Zendesk product capabilities for quick wins. Provide guidance on advanced product features and integrations. You'll develop a deep understanding of Zendesk's products and have the ability to demo them to customers who are early in their adoption journey and customers who have a long tenure with Zendesk. As a group, we host weekly online events that let customers get to know us while they learn alongside their peers. We produce short videos that convey intricate concepts in an easily digestible way. We build outreach campaigns - usually via email & video - that entice customers to engage with us and realize the value of our partnership. The Scaled team is committed to continuous improvement, testing and iterating, and seeking innovative ways to work efficiently and to deliver the best customer experience possible. We're a global team with members in AMER, EMEA, APAC and LATAM. We value hard work, candor, commitment to one another and our customers, and desire to learn and grow. Your background: You have 3+ years experience working in Customer Success or Account Management. You have experience identifying business objectives and mapping solutions, in a thorough, compelling but crisp manner. You're dynamic, agile and nimble. You want a landscape that challenges you and changes shape vs