Senior Customer Success Manager - Technical Services

🏢 ABOUT THE COMPANY

Zendesk is a publicly-traded company founded in 2007 with a mission to empower organisations to deliver customer experiences across multiple channels. Today, we have over 150,000 customers in 160 countries. Our vision is to be the leader in customer experience (CX) solutions. We strive to be a great place to work by fostering a culture of diversity, equity, and inclusion. Our team of passionate experts is dedicated to empowering our customers to deliver exceptional customer experiences, drive business growth, and improve customer satisfaction. We were recently named one of the Best Places to Work in the UK and have won numerous awards for our innovative products and commitment to customer satisfaction.

🎯 ROLE OVERVIEW

The Senior Customer Success Manager - Technical Services will manage and grow a portfolio of large, strategic customers, focusing on technical aspects of their CX implementations. This team member will work closely with the customer's technical teams to ensure successful deployments and adoption of Zendesk products. The Senior Manager will also provide technical guidance, training, and support to internal teams and customers to maximize the value of our CX platform. This role will report to the Director of Customer Success and will have a significant impact on driving customer satisfaction, retention, and growth.

📋 KEY RESPONSIBILITIES

- Develop and execute strategic account plans for a portfolio of large, strategic customers, with a focus on technical aspects of their CX implementations.

- Work closely with customer technical teams to ensure successful deployments and adoption of Zendesk products.

- Provide technical guidance, training, and support to internal teams and customers to maximize the value of our CX platform.

- Collaborate with cross-functional teams, including Sales, Marketing, Product, and Engineering, to drive customer success and growth.

- Identify and develop new opportunities for upselling and cross-selling Zendesk products to existing customers.

- Develop and maintain strong relationships with key customer stakeholders to ensure their technical requirements are met.

- Work with the Customer Success Team to develop and implement customer-centric processes and best practices.

- Develop and deliver presentations, training sessions, and other educational materials to customers and internal stakeholders.

- Collaborate with the Product team to provide feedback and insights on technical requirements and product roadmaps.

- Develop and maintain a deep understanding of Zendesk products and technical capabilities to effectively advise customers on their CX strategies.

- Stay up-to-date with industry trends, competitors, and best practices in CX and technical customer success.

- Perform other duties as required to support the Customer Success Team's objectives.

✅ REQUIRED QUALIFICATIONS

- 7+ years of experience in technical customer success, technical account management, or a related field.

- Proven track record of success in managing large, strategic customer relationships and delivering significant revenue growth.

- Strong technical expertise in CX, SaaS, and cloud-based technologies.

- Excellent communication, problem-solving, and project management skills.

- Bachelor's degree in Computer Science, Engineering, or a related field.

- Strong understanding of Zendesk products and technical capabilities.

- Experience working with sales, marketing, and product teams to drive customer success and growth.

- Excellent presentation and training skills.

- Strong analytical and problem-solving skills.

⭐ PREFERRED QUALIFICATIONS

- MBA or related advanced degree.

- Experience working with customers in regulated industries (e.g. financial services, healthcare).

- Familiarity with cloud-based technologies such as AWS, Azure, or Google Cloud.

- Knowledge of DevOps and agile methodologies.

- Experience working in a fast-paced, dynamic environment with multiple priorities.

- Strong understanding of CX metrics and key performance indicators (KPIs).

- Experience working with cross-functional teams to develop and implement customer-centric processes and best practices.

💰 WHAT WE OFFER

- Competitive base salary: £50,000 - £80,000 per annum.

- Comprehensive benefits package, including private health insurance, retirement plan, and generous vacation allowance.

- Opportunity to work with a leading CX platform and make a significant impact on customer success and growth.

- Professional development budget to support ongoing learning and development.

- Flexible remote work policy with a focus on work-life balance.

- Collaborative and dynamic team environment with opportunities for growth and advancement.

- Recognition and rewards for outstanding performance.

👥 ABOUT THE TEAM

The Customer Success Team at Zendesk is a high-performing, collaborative group of experts dedicated to delivering exceptional customer experiences. We work closely with our customers to understand their technical requirements and develop tailored solutions to meet their needs. Our team is passionate about CX and is committed to making a significant impact on customer satisfaction and growth.

📨 HOW TO APPLY

If you are a motivated and experienced technical customer success professional looking for a new challenge, please submit your application, including a cover letter and resume, to our careers page. We look forward to hearing from you!

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	123 High Street, EC1M 5HB
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	Zendesk
Valid Until	2026-10-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Zendesk. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.