Manager, Customer Success

**We're hiring a Manager to lead our growing Customer Onboarding team focused on delivering high-impact, high-volume onboarding experiences for customers in our lower spend segments.This team plays a critical role in ensuring new customers realize early value and reach a successful go-live.****In this role, you'll report to the Director of Customer Success '" Onboarding & Adoption, and be directly responsible for managing a new team of onboarding specialists based in Mexico City.You'll oversee day-to-day execution, optimize team workflows, and partner cross-functionally to ensure onboarding engagements are efficient, scalable, and aligned to customer needs.****What You'll Do**:- **Hire and manage a global team of Onboarding Specialists focused on delivering 1:1 onboarding for customers**- **Drive operational rigor across onboarding workflows, ensuring timely customer engagements, consistent delivery, and strong handoffs**- **Support the development and maintenance of digital onboarding content and webinar experiences for customers**- **Partner with the Director and cross-functional teams (Sales, Product, Digital, Marketing) to align onboarding processes with go-to-market strategy**- **Monitor team capacity, performance, and customer outcomes using tools like Salesforce, Gainsight, and internal dashboards**- **Ensure both high volume and high quality engagements are occurringÂ**- **Coach and support team members to deliver value-driven onboarding experiences and improve customer time-to-value**- **Help shape onboarding best practices and continuously improve team efficiency, engagement, and outcomes****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**.Â****What You Bring**:- **You have experience leading in Customer Success and have worked in customer-facing roles like Customer Success, Sales, Renewals, Onboarding, Account Management, or Project Coordination**- **You have 3+ years of hands-on experience with Zendesk and other CX toolsÂ**- **You have 3+ years of experience in Customer SuccessÂ**- **You have 1+ years of people leadership experience in a Management roleÂ**- **2+ years of people leadership experience, ideally managing Customer Success, Onboarding, or Implementation teams**- **Experience in SaaS and/or high-volume customer environments**- **Strong data fluency and technical aptitudeÂ**- **Operational strength with the ability to drive process improvements and scale efficiently**- **Familiarity with platforms such as Zendesk, Salesforce, Gainsight, and Gong**- **A customer-centric mindset with a focus on measurable impact and continuous improvement**- **Excellent communication and cross-functional collaboration skills**Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.This role must attend our local office for part of the week.The specific in-office schedule is to be determined by the hiring manager.**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.