Principal Customer Success Manager

Job Description

Why This Role? Why Now?

The world of customer experience isn’t just evolving—it’s being revolutionized. At Zendesk, we don’t watch the future unfold. We build it. As the architects of the AI-powered Resolution Platform, we’re resetting the standard for what customer service—and customer success—can mean on a global stage.

Mission

Consider the Zendesk Principal Customer Success Manager role if you are ready to be a pioneer in the future of Customer Experience (CX). This is a dynamic advisory position that puts you at the forefront of leveraging Zendesk's cutting-edge AI technologies to guide customers directly to their desired business outcomes. You will gain full ownership of your customer relationships, acting as an orchestrator and strategic partner, responsible for driving product adoption, articulating clear ROI, and accelerating growth. If you are driven by accountability, have a strong technical understanding of SaaS/AI, and want to make an outsized impact on customer success and Zendesk's growth trajectory, this role offers the perfect platform for innovation and career acceleration.

Overarching Objective for the role:

• Proactive customer health management through intentional, outcome-driven customer engagement, leveraging Zendesk’s advanced solutions, including cutting-edge AI technologies.

• Product adoption acceleration and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities, partnering with customers to articulate ROI and provide tailored adoption roadmaps.

• Cultivating, strengthening, and accelerating growth of Zendesk customer relationships by applying technical understanding of Zendesk’s products and AI capabilities to advise customers on solution fit, configuration, and integration.

How You’ll Make an Impact

• Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle—from onboarding and outcome realization to renewal. You will be accountable for customer health, retention, and advocacy, always seeking new ways to add value.

• Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices. You’ll design and execute success plans, coordinate onboarding with Professional Services, and continuously optimize the customer experience.

• Champion product adoption and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities. You will partner with customers to articulate ROI, provide tailored adoption roadmaps, and celebrate success.

• Apply your technical understanding of Zendesk’s products and AI capabilities to advise customers on solution fit, configuration, and integration. You’ll serve as a knowledgeable guide for both technical and non-technical stakeholders, translating features into real-world value.

• Identify commercial opportunities within your accounts by maintaining commercial acumen—spotting whitespace for expansion, leading renewals based on demonstrated business impact, and driving revenue growth through strategic engagement.

• Use analytical capability to interpret customer data and health metrics, proactively uncover trends, and make informed recommendations. You’ll prioritize accounts, forecast renewals, and surface risks and opportunities using data-driven insights.

• Build strategic partnerships with customers by operating as a trusted advisor. You’ll facilitate long-term success planning, foster executive relationships, and collaborate cross-functionally to align on mutual goals and innovation.

What You’ll Need to Succeed

Customer Focus & Ownership

• Proven track record of taking customer ownership: demonstrating accountability for outcomes and proactively driving customer value across the relationship.

• Experience in CX management, orchestrating seamless end-to-end experiences, gathering and applying feedback, and working toward continuous improvement.

Business Acumen & Strategy

• Business-oriented mindset with commercial acumen: able to understand customer business models, identify opportunities for growth, and connect product adoption to revenue drivers.

• Ability to form strategic partnerships—developing deep, consultative relationships, co-developing success plans, and serving as an innovation partner.

Technical & Product Expertise

• Strong technical understanding—comfortable learning new technologies and quickly grasping Zendesk’s advanced AI features, integrations, and scalability.

• Natural adoption and value evangelist who passionately champions Zendesk’s full potential, coaches stakeholders on new capabilities, and communicates impact to drive both engagement and retention.

Data & Analytical Skills

• Analytical capability: skilled in interpreting customer usage data, monitoring health scores, quantifying impact of adoption, and prioritizing actions based on analysis.

Your Background:

• Must have a minimum of 10+ years of related experience in Customer Success / Experience

• Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting

• Bachelor’s degree in a relevant field (Business, Engineering, Computer Science, or similar).

• Experience supporting and driving adoption of SaaS or AI-powered solutions in customer-facing roles.

• Ability to influence stakeholders at all organizational levels, both internally and externally.

• Proficiency with customer success tools (e.g., Gainsight) and basic quantitative analysis.

• Strong program/project management and multitasking skills.

The US annualized OTE (On Target Earnings) range for this position is $185,000.00-$277,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.