Customer Success Manager

Job DescriptionPlease 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.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 Experience: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. remains static.You're data driven and have experience with tools like SFDC, Gainsight, Tableau and Zendesk.You're not satisfied with the status quo and you're driven by continuous improvement and positive customer experiences.This position is based in Lisbon, Portugal and requires 3+ days in office per week.This position requires fluency in reading, writing and speaking English.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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