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Job Description
What we’re looking for:
We are seeking a strategic and experienced Senior Director of Customer Success Operations to lead and optimize our customer success initiatives. In this senior leadership role, you will be responsible for driving operational excellence, scaling processes, and leveraging data insights to enhance customer satisfaction and retention. You will work closely with the Customer Success, Sales, Product, and Executive teams to align on strategic goals and ensure that our customers achieve their desired outcomes.
This is a fast-paced and evolving sales environment that requires excellent communication skills, the ability to multi-task and work towards a deadline. The right candidate will possess a strategic mindset that will be able to partner with Sales Leadership and other GTM team members to ensure diverse thought leadership that ensures our GTM organization continues to scale and meet our overall growth objectives.
What you’ll be doing:
Strategic Leadership - Develop and execute a strategic vision for Customer Success Operations, aligning with the broader goals of the Customer Success team and the company.
Process Optimization - Lead the design, implementation, and continuous improvement of scalable customer success processes. Identify and address inefficiencies to enhance team productivity and customer satisfaction.
Data-Driven Insights - Oversee the development and maintenance of dashboards and reports that track key performance indicators (KPIs). Provide strategic insights to senior leadership and the Customer Success team to drive decision-making.
Technology Management - Manage the selection, implementation, and optimization of Customer Success tools and software (e.g., CRM, Customer Success platforms). Ensure that technology solutions support the team's goals and improve operational efficiency.
Customer Journey Enhancement - Lead initiatives to map and optimize the customer journey, identifying opportunities for increased engagement, value delivery, and customer success.
Team Development & Enablement - Build and lead a high-performing Customer Success Operations team. Develop and implement training programs to ensure the team is equipped with the knowledge, skills, and tools needed for success.
Cross-Functional Collaboration - Serve as a key liaison between Customer Success, Sales, Marketing, Product, and Support teams. Ensure alignment on customer goals and facilitate seamless collaboration across the organization.
Customer Feedback & Insights - Oversee the collection and analysis of customer feedback. Lead efforts to implement improvements based on insights gained, driving customer satisfaction and retention.
Operational Forecasting & Planning - Lead the development of customer success forecasting and capacity planning to ensure the team is appropriately resourced to meet customer needs.
Customer Segmentation Strategy - Develop and implement customer segmentation strategies, tailoring approaches to different customer groups to maximize their success and satisfaction.
Qualifications:
Ten years plus of experience in Operations, CX & Strategy, with a demonstrated history of improving sales productivity, retention by providing data-driven insights preferably in the software/technology industry.
Flexible, fast learner who thrives in a fast-paced work environment.
Data-driven mind-set with proven experience utilizing metrics & insights as tools for informed decision-making.
A strong team player who supports their team and embraces ownership, accountability, and responsibility for the team’s work.
Strong financial acumen and understanding.
Experience with Salesforce, Gainsight or similar CRM.
Strong organizational skills and ability to prioritize and communicate.
Strong team leadership skills to continue growing and scaling GTM Operations organization.
Excellent listening, verbal, written communication skills.
Where We Work:
Fully Flexible
In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.
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