Principal Customer Success Manager
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About The Position
The Principal Customer Success Manager is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting-edge Zendesk solutions. It is an exciting customer facing role that puts you at the forefront of applying cutting edge customer and employee service platforms and advanced AI to enable our customers to empower, service and accelerate their end customers’ businesses. The overarching objective of the CSM is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk. This role will work across a customer’s organization, from a CXO-level down to senior customer experience leaders and to the administrators running Zendesk solutions. When our customers realize value and succeed, Zendesk succeeds – and the CSM is a key enabler of our customers’ success and Zendesk’s company growth aspirations. To achieve these goals, the mission of the CSM team will be to: Deliver outcome-driven engagement throughout the customer’s journey using Zendesk solutions – from onboarding, to success planning, through product adoption and value realization Remove obstacles to product adoption and raise the bar for the overall Zendesk customer experience throughout the customer journey Be the change agent force that continuously advocates for and on behalf of the customer, providing actionable, customer-driven feedback to the Zendesk ecosystem.
