Who we're looking for
At Zendesk, we build products that provide beautifully simple experiences. Our Customer Experience (CX) organization is focused on driving our customers successful outcomes. We are looking to hire a Senior Vice President (SVP), of Global Customer Success who will play an important role in delivering an outstanding customer experience by eliminating obstacles to usage and adoption, thus improving value delivery to our 110,000+ customers. Reporting directly to the SVP of Global Customer Experience, this executive will lead and mentor a rapidly growing Customer Success team, promote a customer-centric focus, and drive our growth and scale strategy. The SVP will work hand in hand with their team and will partner with cross-functional groups to devise innovative solutions, resulting in tangible outcomes measured by Gross Retention Rate (GRR) and Net Retention Rate (NRR).
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What you'll be doing
- Leadership: Embody our ICONIC leadership framework to lead an outstanding, global CS team. Recruit experienced leaders, attract high-potential individual contributors, cultivate collaboration within the team and across the customer lifecycle, and encourage continuous learning and customer and business impact from the team.
- Customer Success Outcomes: Retain our base (GRR) and expand our revenue through cross-sell and up-sell (NRR), influence future lifetime value through higher product adoption, customer happiness and overall health scores (Account Health Score), and drive new business growth through greater advocacy and reference-ability (NPS).
- Customer Relationship Management: Build and continuously develop executive relationships. Participate in strategic meetings with key customer executives, helping close deals, resolve significant issues, and strengthen relationships. You will be the "face" of our Top 100 customer program.
- Customer Retention: Improve customer retention metrics (adoption, retention, engagement) and strategically handle customer contracts, focusing on expansion and upselling opportunities.
- Product Knowledge: Become a product champion and use this knowledge to guide our engagement methodology (touchpoint plan by segment and playbooks) and customers towards their desired outcomes. This leader will be our adoption and consumption czar including the strategy for how we scale to drive these critical metrics (the means to the end).
- Cross-functional Collaboration: Partner with the Sales, Marketing, Product, Finance, and Executive teams to build a customer-first experience.
- Performance Monitoring: Regularly monitor customer health scores, identify churn risk, and implement proactive measures to mitigate. Establish robust operational metrics that provide insights into customer engagement and team performance, including regular team skill assessment and enablement methods to address gaps and grow individual potential.
What you bring to the role
Basic Qualifications:
- Experience leading a globally dispersed customer-facing CS organization of at least 250+ staff.
- Experience running a global Customer Success organization for a portfolio of advanced SaaS products serving tech-savvy customers, with a breadth of exposure to a variety of customer needs.
- Experience building out both an enterprise, high touch, customer success motion AND an innovative customer success practice for the downmarket, leveraging data, insights and technology to scale.
- Demonstrated results in balancing both the strategic-innovative transformation needed-as we drive upmarket while continuing to implement magnificently and "run the business" to drive near-term results, meeting/exceeding our GRR and NRR goals.
- A "data-driven" executive, able to specify analytics needs and interpret data analytics to derive actionable insights and drive continuous improvement in our customer success practice and results.
- Gainsight experience is a plus
- Ability to travel for work occasionally, always with purpose (50% max travel)
Where We Work:
Fully Flexible: In this role, youll work primarily remotely with the support of a dynamic and caring team. Well provide you with the digital tools and experiences to be together-even when were apart. Being digital first doesnt mean were digital only. Youll 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.
#LI-NB4
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.
The US annualized OTE (On Target Earnings) range for this position is $439,200.00-$658,800.00 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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and were 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.