Job Overview
Location
Remote, New York, United States of America
Job Type
Full-time
Category
HR & Recruiting
Date Posted
March 27, 2026
Full Job Description
đź“‹ Description
- • As a Principal Customer Success Manager at Zendesk, you will be a pioneer in shaping the future of Customer Experience (CX) by leveraging the company’s AI-powered Resolution Platform to drive customer outcomes, retention, and growth. This role is critical to Zendesk’s mission of resetting the global standard for customer service through proactive, outcome-driven engagement and strategic advisory partnerships.
- • You will take full ownership of customer relationships across the entire lifecycle—from onboarding and adoption to renewal and advocacy—managing customer health, identifying expansion opportunities, and ensuring value realization through tailored success plans and data-informed recommendations.
- • Day to day, you will design and execute customer success plans, coordinate onboarding with Professional Services teams, and continuously optimize the customer experience by applying CX management best practices and translating technical capabilities into business value.
- • You will act as an evangelist for Zendesk’s AI and automation features, partnering with customers to articulate ROI, develop adoption roadmaps, and celebrate milestones that reinforce product engagement and long-term retention.
- • Using strong analytical skills, you will interpret customer usage data, monitor health scores, forecast renewals, and proactively surface risks and opportunities to prioritize actions and drive informed decision-making across your account portfolio.
- • You will serve as a trusted advisor to both technical and non-technical stakeholders, advising on solution fit, configuration, and integration while guiding customers on how Zendesk’s platform aligns with their business goals and technical environments.
- • By maintaining commercial acumen, you will identify whitespace for expansion, lead renewal conversations grounded in demonstrated business impact, and collaborate with sales and product teams to drive revenue growth through strategic account planning.
- • You will build and nurture executive-level relationships, foster cross-functional collaboration with internal teams (Product, Engineering, Sales, and Support), and co-develop innovation roadmaps that align customer success with Zendesk’s product evolution.
- • Zendesk is a global leader in customer service software, powering billions of conversations for brands worldwide. The company fosters a culture of innovation, inclusion, and flexibility through its hybrid work model, enabling employees to collaborate in person or remotely while advancing their careers in a mission-driven environment.
- • In this role, you will accelerate your professional growth by mastering AI-driven SaaS technologies, deepening your expertise in enterprise customer success, and positioning yourself as a strategic leader in the CX space—gaining visibility, influence, and impact that support long-term career advancement at Zendesk and beyond.
🎯 Requirements
- • 10+ years of proven experience in Customer Success, Customer Experience, or related go-to-customer (GTM) roles in enterprise technology or SaaS, including backgrounds in professional services, technical account management, or solutions engineering/pre-sales consulting.
- • Bachelor’s degree in a relevant field such as Business, Engineering, Computer Science, or a similar discipline.
- • Demonstrated ability to influence stakeholders at all levels—both internally and externally—along with proficiency in customer success tools (e.g., Gainsight), basic quantitative analysis, and strong program/project management and multitasking skills.
🏖️ Benefits
- • Hybrid work model offering flexibility to work remotely part of the week while enabling purposeful in-person collaboration at Zendesk offices worldwide.
- • Commitment to diversity, equity, and inclusion, with Zendesk recognized as an AA/EEO/Veterans/Disabled employer and ongoing efforts to foster global workplace equity.
- • Access to reasonable accommodations for applicants with disabilities and disabled veterans, supported through dedicated channels for accommodation requests during the application and selection process.
Skills & Technologies
Senior
Remote
Degree Required
About Zendesk, Inc.
Zendesk, Inc. provides cloud-based customer service and engagement software that unifies support, sales, and customer communications. Its platform includes ticketing, messaging, knowledge bases, voice, AI bots, analytics, and workforce tools, integrating email, chat, social, phone, and self-service channels. Founded in 2007 and headquartered in San Francisco, the company serves over 100,000 paid customer accounts across industries worldwide, helping organizations improve customer satisfaction, agent productivity, and operational efficiency through scalable, open, and secure solutions.
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