Senior Director, Customer Success

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Description:

  • Lead the strategic direction, execution, and growth of Zendesk's Commercial segment
  • Shape the vision, scale programs, and drive outcomes for Commercial customers
  • Ensure product adoption, maximize customer satisfaction, and expand account value
  • Define and execute the long-term vision for Customer Success
  • Collaborate with Sales, Product, Marketing, and Services
  • Lead, scale, and mentor a team of Customer Success Managers
  • Own customer health and value delivery for the entire Commercial portfolio
  • Drive integrated customer strategies with cross-functional teams
  • Define, track, and report on portfolio-level KPIs
  • Stay ahead of industry trends and advancements in customer experience solutions

Requirements:

  • 12+ years of relevant experience
  • Demonstrated experience leading large-scale customer success/engagement teams
  • Proven track record of strategic ownership for a customer portfolio
  • Deep expertise in customer success frameworks
  • Exceptional executive communication, negotiation, and change management skills
  • Strong cross-functional influencing capability
  • Proficiency with customer success and CRM platforms
  • Bachelor’s degree required; MBA or advanced degree strongly preferred
  • Strong financial acumen

Benefits:

  • bonus, benefits, or related incentives
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