Customer Success Manager

Who we're looking forOur Customer Success team exists to ensure our customers are realizing value, powering their CX orgs, and are equipped to achieve their objectives. We strive to delight and empower our customers through understanding their goals, implementing solutions, and ensuring they are set up for long term success.In Scaled Success we specifically contribute to this mission by engaging customers through a mix of one on one interactions, multi-customer activities, and digital campaigns crafted to keep our customers engaged, supported and successful.What you'll be doing(**A day in the life of a Scaled CSM...**We manage portfolios of ~200 customers, relying on data to balance the need for individual engagement vs. group activities.We present recommendations to customers based on our understanding of their long term goals and current challenges.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.Some other awesome things we get the opportunity to doWhat you bring to the role- You own any room you’re in. You get people’s attention and you keep it- “That’s the way we’ve always done it” isn’t in your lexicon- You can tell stories that immediately connect with your audience, and you draw upon your own real-world experiences to identify business needs- You constantly consider the “why” behind people's choices and always search for strategic answers to address those needs- You are always learning. You have a passion for understanding how things work, how they fit together, and you enjoy connecting larger trends within data sets- You are comfortable in remote environments with mínimal oversight. In fact, you thrive in ambiguity where you don’t always have the full details but are trusted to make decisions that are best for your customers- You love technology and tinkering with new ways of doing things (Experience at a technology company is not required, however you must demonstrate an aptitude for tools & how you embrace new technologies)- You are fluent in English and SpanishBasic Qualifications:- You have experience with scaled success programs, one:many programs, or working with large portfolios/groups of customers. Or with marketing campaigns/events, customer/prospect outreach, moderating online communities, or any form of retention programs- You have at least 1 to 2 years experience in a Customer Success role delivering fast time to value recommendations- You’ve been a Zendesk admin or have developed customer experience programs using Zendesk or similar software solutions- You also speak PortugueseLI-NG4**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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.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.