Customer Success Specialist, Scaled ID-15962

May 26, 2025

Job Description

Please note, this role is suitable for anyone based in the USA in Eastern or Central Time Zones.

This role will work on Customer Success for the Zendesk AI Agent Advanced (formerly Ultimate) product. Ultimate was acquired by Zendesk in March 2024, and together we’re building the world’s most advanced AI agents in CX.

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What you’ll be doing:

Own a portfolio of SMB customers, help them achieve their strategic goals and realize significant value using AI and Automation.
Be a product expert. Stay up-to-date with new features and accelerate product adoption by working closely with frontline support teams, reviewing their solution and providing proactive training and best practices.
Build strong customer relationships and keep engagement high through Success Plans, outlining strategic objectives and related KPIs, and initiatives to deliver against these.
Provide regular reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them.
Deliver a strategic cadence of Business Reviews to customers to align realized value with executive stakeholders.
Work cross-functionally and build strong relationships within Zendesk AI Agent's Professional Services, Sales and Product, and with the Zendesk Core team.
Uncover expansion opportunities across new channels, markets, brands, and use cases and support Account Executives in closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

About You

Experience in Customer Success, Account Management, Customer Support Leadership or related roles in a SaaS company.
You have a successful track-record of managing SMB customers with complex technical solutions.
You’re a product expert with an aptitude for understanding how the product works and how integrating its features, integrations, capabilities & best practices help your customers achieve their goals.
Technical problems excite you. You regularly liaise with technical teams, both internally and externally.
You are a natural advisor and value partner. You are laser-focused on customers' goals and enjoy defining, presenting, and executing Success Plans and Business Reviews to achieve objectives and drive ROI.
You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.
You have a knowledge of Zendesk or a similar CRM. Basic understanding of API integrations is a plus.
You speak English fluently.

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