Manager, Customer Success

About the role

Zendesk is looking for a Manager of Customer Success to lead a team of 4‑10 CSMs in the French region. You will drive adoption of AI‑enabled success tools, ensure customers achieve their business outcomes, and position Zendesk as the preferred career destination for customer success professionals.

Key responsibilities

• Lead, coach, and grow a diverse team of Customer Success Managers.
• Accelerate product and CX technology fluency, with a focus on AI capabilities.
• Define and track clear KPIs (GRR, NRR, adoption, risk flags) and hold the team accountable.
• Collaborate cross‑functionally to improve customer experience and drive strategic adoption.
• Participate in customer meetings, troubleshoot complex journeys, and co‑create solutions with internal partners.

Required profile

• Proven ability to build high‑performing teams in a fast‑changing environment.
• Data‑driven mindset with comfort interpreting dashboards and API integrations.
• Hands‑on approach, willing to work side‑by‑side with CSMs on customer challenges.
• Strong operational discipline and talent for turning ambiguity into structured processes.

Required skills

• Experience with AI‑enabled customer success platforms.
• Proficiency in data analysis, dashboard creation, and API integration concepts.

What we offer

• Opportunity to shape the future of customer success at a global SaaS leader.
• Access to cutting‑edge AI tools and continuous learning resources.
• Collaborative, innovation‑focused culture.