CX Programs Manager

Overview

Location:

Remote, Texas, United States of America. Requisition : R31392. Position Type:
Full time.

Zendesk is the industry-leading, AI-driven customer experience platform with a focus on customer obsession and success. The Zendesk customer experience (CX) organization champions customer outcomes across the company. The CX mission is to ensure customers realize value from their Zendesk investments. The CX Programs team is a central, growing group responsible for the efficient running and transformational, forward-looking changes of the business.

This organization reports to the Office of the CCO and sits at the intersection of Customer Success, Professional Services, Renewals, Product Speciality, and more. This role offers an exciting opportunity to accelerate and impact Zendesk initiatives.

To achieve the CX mission, the CX programs team focuses on the following core objectives:

• Ensure core CX delivery teams — e.g., Customer Success, Professional Services, Renewals — efficiently and effectively deliver value and outcome-driven services to customers throughout the journey.
• Enable Zendesk to accelerate product adoption and improve the overall customer experience through health processes and product adoption frameworks.
• Reinforce CX delivery excellence across the company to accelerate customer success and Zendesk growth.
• Support and deliver assigned CX cohorts and projects for Zendesk's customers, focusing on customer health, adoption, and value across high, medium, scaled, and digital touch programs.
• Coordinate maintenance of program documentation and provide regular status updates to stakeholders.

To deliver on these objectives, CX Programs collaborates with Zendesk CX and go-to-market colleagues on:

• Develop actionable, value-driven frameworks, standards, processes, and best practices that enable customer success and growth for Zendesk.
• Lead and execute cross-functional transformation initiatives to improve customer health, product adoption, customer value realization, retention, and growth.
• Lead recurring cross-functional CX delivery excellence programs such as global risk programs, regional heal desks, digital success programs, and customer journey optimization.
• Implement best practices by applying established CX standards and playbooks to program delivery for enterprise customers.

• 5+ years of experience in CX/GTM delivery, Strategy & Operations, or similar.
• Experience in Customer Success, Professional Services, Renewals, and Consulting is valuable but not required or sufficient alone.
• Understanding of industry best practices in CX service delivery and ability to apply them to drive operational excellence and transformation across a complex global function.
• Expertise in state-of-the-art customer success concepts and principles, including segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, and risk management processes.
• Track record of succeeding in complex, multi-product enterprise technology firms with global go-to-customer operations.
• Experience running cross-functional change-the-business and run-the-business programs.
• Financial acumen with the ability to perform foundational quantitative analysis and forecasting.
• Strong interpersonal and influencing skills across multiple organizational levels (e.g., CXO to individual CSM or renewals manager).
• Demonstrated experience in data analysis and reporting, with the ability to translate data into streamlined operations, build custom reports, analyze data, and deliver actionable insights and recommendations.
• Proven ability to learn new technology/software solutions and link them to customer use cases, product adoption maturity frameworks, and business value and outcomes for customers.
• Experience with tools like SFDC, Gainsight, Zendesk, Tableau, Looker, Gong, and Clair is preferred.
• Bachelor’s degree in computer science, information sciences & technology, engineering, or business is ideal.

The US annualized base salary range for this position is $-$. This position may be eligible for bonus, benefits, or related incentives. Compensation offers…