Posted a month ago by

Chief Customer Success

San Francisco, CA, United States
Employment: Full Time Experience: Lead

Zendesk builds and delivers software designed for organizations that want to create customer relationships that are more meaningful, personal and productive. Zendesk believes that modern business software must be designed starting with the customer experience and built for relationships first. With origins in customer service, Zendesk has evolved its offerings over time to a family of products, that work together to help organizations understand their customers, improve communications, and engage where and when it's needed most. The Zendesk product family is built upon a modern architecture, that enables it and its customers to rapidly innovate, adapt to technology in novel ways, and easily integrate with other products and applications.

We're looking for for an experienced customer service leader to lead our large customer advocacy, success and professional services organization. The role is focused on leading the team who support our 100k+ paid customer account holders in accessing, on-boarding, operating and optimizing our portfolio of Zendesk products. This role will report to the COO and be based in San Francisco.

  • Lead our global, mission-critical customer support, customer success and professional services teams (500+ people) at Zendesk.
  • Develop strategy across these areas focused on delivery of core services to our growing client base across a wider range of products, and drive execution through a team of leaders.
  • Driving achievement against our core organizational metrics such as customer satisfaction, and working with our Sales teams to forecast and influence churn & contraction ratios.
  • Architect the customer experience organization and solutions to leverage and scale in support of our 2020 target of $1b in revenue.
  • Ensure we are attracting and leading a team that will move the customer experience organization forward.
  • Ensure that our employees have the best tools to do their jobs, and that the organization is continually focused on employee productivity.
  • Lead a best-in-class use case of Zendesk products supporting our clients.
  • Support our sales teams engaging with leaders at prospects and customers.
  • Represent Zendesk at CCO conferences and other external fora.
  • A passion for the customer experience and customer support;
  • Mentor and leader with a track record of hiring and motivating great teams;
  • Ability to articulate broader customer experience strategies across the organization and as a highly-visible executive spokesperson;
  • Data-driven decision maker with capacity to adapt and experiment;
  • Effective and productive partner in driving cross-functional initiatives;
  • A strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication;
  • Empathy, humility and listening skills;
  • Technical acumen and business management skills.
  • Extensive experience (10+ years) leading a fast-paced SaaS-based customer organization, with demonstrated results in driving enhanced productivity and improved operational metrics.
  • Has attracted talent from and led strong customer-oriented teams.
  • Has driven a portfolio of multiple, concurrent business-critical projects to successful completion.
Equal Opportunity Statement

Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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