Customer Success Specialist

We are looking for a US-based Customer Success Specialist to join the Zendesk AI Agent (Ultimate) team!

In this role, you will manage a portfolio of Enterprise customers, serving as their primary contact and helping them achieve strategic goals using the Ultimate platform. You will become a product expert, understanding how Ultimate can create value for your customers. Specialists will build strong customer relationships, create Success Plans, and drive engagement. You will stay updated on product features, provide training, and work cross-functionally with various teams to secure resources for customer objectives. Regular reporting on KPIs, developing business cases, and leading quarterly value workshops are key responsibilities. Additionally, you will uncover expansion opportunities, collaborate with Account Executives, and ensure contract alignment. The ideal candidate has experience in Customer Success, a track record with complex B2B accounts, and strong technical and analytical skills.

What you’ll be doing

• Own a portfolio of Enterprise customers, as their single point of contact, help them achieve their strategic goals and realize significant value using the platform.
• Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs. Engage in customer onboarding by helping to define objectives, project scope and minimizing time-to-value.
• Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal.
• Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices.
• Work cross-functionally and build strong relationships with Product Management, Sales, Implementation, and Customer Engineering and be responsible for securing resources to realize your customers’ objectives.
• Provide regular reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them.
• Build business cases and ROI calculations, leveraging industry benchmarks and best practices, and lead quarterly business value workshops with customers to align realized value with executive stakeholders and unlock expansion across new channels, markets, brands, and use cases.
• Uncover and qualify expansion opportunities and work closely with Account Executives on closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

What you bring to the role

• Experience in Customer Success, Account Management or related roles in a SaaS company.
• You have a successful track-record of managing medium and large accounts, with complex technical solutions and multiple stakeholders, in a high-touch B2B environment.
• You’re a product expert with an aptitude for understanding how the product and integrating its features, integrations, capabilities & best practices help your customers achieve their goals.
• You are a natural advisor, with experience in coaching executives and project teams in a technical and business context. You enjoy understanding customers’ goals and defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.
• You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.
• You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement fixes.

Basic Qualifications:

• Experience in managing Enterprise customers
• Experience working in SAAS

Preferred Qualifications:

• 3-5 years experience in managing Enterprise customers
• Familiarity with Zendesk CRM

Tech Stack

• Salesforce CRM
• Ticket management, ideally in Jira
• Slack
• G-Suite