Customer Success Manager Lisboa

Overview

Customer Success Manager role at Zendesk on the Scaled Success team. You will manage a portfolio of customers, balancing personalized engagement with scalable success strategies to nurture retention and growth.

What You’ll Do

• Own and nurture a diverse customer portfolio: Manage ~150–200 small to
  - market customers, prioritizing proactive outreach informed by data and customer insights.
• Deliver tailored customer guidance: Understand each customer’s business objectives, challenges, and Zendesk usage to recommend solutions aligned with their goals.
• Drive adoption and retention: Monitor customer health scores and engagement metrics to identify risks and opportunities, acting promptly to influence positive outcomes.
• Collaborate Across Teams: Work with Sales, Renewals, Product, and Advocacy teams to coordinate a seamless and impactful customer journey.
• Contribute to program improvements: Participate in initiatives to refine scalable success models and share customer feedback to influence product and process enhancements.

Who You Are

• Experienced: 2+ years in customer success, account management, or a related role managing portfolios of 100+ customers.
• Customer First: Naturally builds strong relationships and understands what drives customer success and loyalty.
• Analytical & Strategic: Uses customer data and insights to prioritize actions and identify trends.
• Self-Motivated & Adaptable: Thrives in autonomous,
  - paced environments with ambiguity and sound judgment.
• Tech Comfortable: Proficient with CRM or success management platforms. Zendesk platform experience is a plus.
• Fluent in English; German proficiency is a plus.

Preferred Qualifications

• Experience managing scaled success programs or
  -
  - many customer models.
• Working knowledge of
  - market or enterprise customer environments.
• Participation in
  - functional projects focusing on retention or engagement.
• Familiarity with Zendesk or similar CXM software.

Work Environment

Hybrid: Requires some onsite presence at a local office; specific
- office schedule determined by the hiring manager. Remote work is available part of the week.

Equal Opportunity Employer

Zendesk is an equal opportunity employer. We foster global diversity, equity, and inclusion. We do not discriminate based on race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, disability, veteran status, or any other characteristic protected by law. AA/EEO/Veterans/Disabled employer. If you are based in the United States, click here for EEO rights information. Zendesk provides reasonable accommodations for applicants with disabilities during the application process; contact peopleandplaces@zendesk.com with accommodation requests.