Job Description
Why This Role? Why Now?
Customer Experience (CX) is undergoing a massive shift. It’s no longer about managing tickets; it’s about pioneering the future of human-bot collaboration. At Zendesk, we aren't just reacting to the AI revolution—we’re the ones building the engine.
As a Customer Success Manager based in Australia, you’ll be a strategic architect for some of the most recognizable brands in the APAC region. You’ll be at the forefront of digital transformation, guiding customers to leverage cutting-edge AI to hit their business targets. If you’re a high-accountability professional who loves the "consultative sell" and wants to own the full lifecycle—from ROI to expansion—this is your platform for massive impact.
What You’ll Be Doing
You are the orchestrator of the customer journey, ensuring every touchpoint delivers measurable value in a fast-evolving market.
- Own the Customer Relationship: Take full accountability for customer health, retention, and advocacy. You are the "CEO" of your book of business, driving success across the unique regional commercial landscape.
- Drive AI Adoption: Act as an evangelist for Zendesk’s AI and automation suite. You’ll translate complex technical features into tailored roadmaps that drive real-world ROI for local and global enterprises.
- Strategic Advising: Build deep, consultative partnerships. You’ll advise both technical and non-technical stakeholders on solution fit, configuration, and integration.
- Commercial Growth: Use your business acumen to spot "whitespace" opportunities. You’ll lead renewals and identify expansion paths by demonstrating the clear business impact of our platform.
- Data-Driven Insights: Leverage tools like Gainsight to interpret health metrics, forecast risks, and proactively uncover trends that keep your customers ahead of the curve.
Who We’re Looking For?
We’re looking for a blend of a strategic consultant and a technical enthusiast. You are someone who:
- Thrives on Ownership: You don't wait for instructions; you see a gap in the customer journey and fill it with a solution.
- Is Tech-Fluent & Adaptable: You can hold your own in a room of engineers but can also simplify that complexity for a C-suite executive over a coffee.
- Is Analytically Minded: You love using data to tell a compelling story and back up your strategic recommendations.
- Values "Humbleness & Hustle": You fit into a culture that prizes collaboration, diversity, and showing up for your teammates.
What You Bring to the Role?
- Customer Centricity: A proven track record of orchestrating seamless end-to-end experiences and driving continuous improvement.
- Commercial Savvy: The ability to understand diverse business models and connect product features to revenue drivers and "bottom-line" impact.
- Technical Agility: A natural curiosity for new technologies, specifically how AI and APIs can scale a global support operation.
- Influence: The "soft power" to guide stakeholders at all levels, internally and externally, toward a shared vision of success.
Basic Qualifications
- 5+ years of professional experience in Customer Success or Customer Experience (CX).
- Experience in GTM roles within enterprise technology/SaaS (e.g., CSM, Professional Services, Technical Account Management, or Solutions Engineering).
- Educational Background: Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
- Hands-on SaaS/AI Experience: Direct experience driving adoption of cloud-based or AI-powered solutions.
- Technical Proficiency: Skilled in using CS tools (e.g., Gainsight) and performing quantitative analysis.
Preferred Qualifications
- **Enterprise Market Knowledge: **Experience working with enterprise clients and understanding the commercial environment.
- Project Management: Strong ability to multitask and manage complex programs or onboarding cycles.
- Innovation Partnering: Experience co-developing long-term success plans and acting as a digital transformation consultant.
#LI-MJ1
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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.