Job Description Please note, you must have the right to work in Portugal to be a suitable candidate for this position. We cannot provide visa sponsorship for this role.
We're thrilled to offer an incredible opportunity for a Manager to lead our first-ever Scaled Customer Success team in Lisbon! As the driving force behind this new initiative, you'll play a pivotal role in shaping the team's success and making an immediate impact. If you're a visionary leader eager to build, inspire, and lead in a fast-paced, high-performance environment, this is your chance to create something truly exceptional from the ground up!
As a Manager in the Global Scaled Customer Success organization, your responsibility is to lead a team of CSMs focused on driving customer experience, adoption, optimization and retention. This role requires a blend of team leadership, hands-on engagement, strategic thinking and operational rigor. You'll need to be a systematic thinker, comfortable with data, building hypotheses and operationalizing strategies to execution. You'll need a skill set both in direct customer engagement, scaled 1:many program development and leadership, and digital program development and leadership as our customer base is diverse and distributed.
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 Manager, Customer Success:
Team leadership of 8+ direct reports ensuring the team is supported, developing and surpassing KPIs
Collaboration across the Global Scaled Customer Success org, cross functional teams like Sales, Renewals, Marketing and Strategy
Participation in Leadership meetings, strategic planning and goal setting around 1:1 and 1:many engagements
Ownership of the team's performance and development
Skilled at risk mitigation, value realization delivery and mentoring and developing talent
Ownership of forecasting, team pacing, performance management, and continuous team improvement
The opportunity to lead with responsibilities across regions
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 Experience: You have experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Management
8+ years of total work experience
3+ years of experience in Customer Success
3+ years of hands-on experience with Zendesk or other CX tools
Experience in 1:1 and 1:many customer engagements both from a delivery and design perspective
A strong track record of exceeding targets and top performance
Experience and a skill set with Gainsight, SFDC, Outreach, Zendesk, Tableau
Proven ability to mentor and develop teams to achieve and surpass goals
Strong analytical and problem solving skills; comfortable using data to drive decision making and have systematic problem solving approaches, typically developed from technical, engineering, or administration type educational degrees
Experience working across large and small customers, ranging from High EQ, comfortable in ambiguous situations, a bias for action and ability to take initiative, ownership and responsibility
A strong ability to understand business objectives and present solutions effectively
A passion for continuous improvement and delivering positive customer experiences
This position is based in Lisbon, Portugal and requires 3+ days in office. Ideal candidates will possess bilingual fluency in English and Portuguese
This position may require flexible working hours to include evenings
This is a great opportunity if you're looking for an opportunity to grow, learn and drive positive experiences for customers.
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