Director, Customer Success

Job Description

What you'll be doing

• Lead and scale a team of Customer Success Managers supporting over 400 customers and generating $125M in ARR.

• Own and execute the Customer Success vision for the Enterprise Segment in North America.

• Manage quarterly deliverables that highlight customer growth, retention, trends, and product/industry maturity.

• Design and implement strategic improvements to processes, services, and systems to exceed adoption, retention, and growth objectives.

• Collaborate with regional Sales, Renewals, and Professional Services leadership to ensure exceptional post-sale experiences for customers.

• Balance enterprise methodologies with emerging market tactics to elevate the segment and set a standard for leadership.

• Establish and maintain executive relationships with key customers, acting as a thought leader in the Customer Success space.

• Foster a culture of accountability and execution through data-driven strategies and insights.

What you bring to the role

• Minimum of 5-7 years of management experience in Customer Success, Account Management, or a similar function.

• Strong consultative and strategic mindset with excellent business acumen.

• Passion and experience in the customer service or customer experience (CX) sector.

• Proven ability to connect and communicate trends cross-functionally using clear metrics and feedback.

• Effective collaboration skills with multiple teams and C-level executives.

• Demonstrated ability to manage and inspire a diverse team, connecting with both technical and sales personnel.

• Strong organizational skills and a professional demeanor, with a quick-witted approach to problem-solving.

• Ability to travel domestically up to 25-40%.

Basic Qualifications:

• Excellent communication and interpersonal skills, with a strong command of written communication.

• Proven leadership abilities with a focus on coaching and developing team performance.

• Experience in building collaborative teams and linking performance to overall business objectives.

• Track record of partnering effectively with Sales, Renewals, Professional Services, and other cross-functional stakeholders.

Preferred Qualifications:

• Demonstrated success in using customer success and services to drive sales and enhance customer experience innovatively.

• Experience meeting and exceeding churn and contraction goals in a high-growth, fast-paced environment.

• Data-driven decision-making skills with a strong focus on execution.

• Ability to interface comfortably at a senior level and navigate complex customer needs.

• Enthusiasm for technology and relevant experience in a technology company or consultancy.

• Experience in resource planning, including account alignment and hiring strategies.

• Proven experience as a second-line leader, effectively managing and coaching frontline managers to enhance team performance and drive success.

The US annualized OTE (On Target Earnings) range for this position is $209,000.00-$313,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 [email protected] with your specific accommodation request.