Hybrid Customer Success Manager

Posted last month

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About the role

  • Accelerate CCaaS adoption and time-to-value through outcome-driven engagement
  • Act as the subject matter expert and trusted advisor for contact center modernization and CX transformation
  • Help customers implement and optimize capabilities such as routing, IVR, analytics, Call Center wallboards, and AI-infused agent experiences
  • Lead outcome-driven engagements including workshops, success planning, and health checks to realize measurable business value
  • Partner with core CSMs, Professional Services, Sales, Product and other teams to embed CCaaS expertise into account success plans
  • Serve as the voice of the CCaaS customer internally, surfacing insights and prioritized feedback to influence Product and Engineering and escalating issues
  • Connect CCaaS adoption to customer outcomes using benchmarking, data storytelling, and quantified ROI to support renewal and expansion
  • Prepare and deliver Quarterly Business Reviews (QBRs) focused on CCaaS value and ROI
  • Work cross-functionally to identify opportunities, mitigate risks, and drive retention and growth within the CCaaS customer base

Requirements

  • 5+ years of experience in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS, preferably in Contact Center or CCaaS platforms
  • Deep understanding of contact center operations and KPIs (e.g., AHT, FCR, CSAT, occupancy, cost-to-serve)
  • Proven track record of driving adoption of SaaS platforms, preferably in customer engagement or contact center technology
  • Strong consultative and advisory skills; ability to engage credibly with CX executives, service operations leaders, and technical admins
  • Ability to explain and demonstrate the business value of CCaaS to both technical and non-technical stakeholders
  • Strong interpersonal and influencing skills across levels and functions, both within the customer’s organization and internally at Zendesk
  • Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools (e.g., Gainsight)
  • Knowledge of AWS technologies and Amazon Connect would be viewed favorably
  • Bachelor’s degree in business, information systems, or a related field preferred

Benefits

  • Hybrid work model — flexibility to work remotely part of the week
  • Office spaces for collaboration, quiet, and events
  • Inclusive workplace and global diversity, equity & inclusion initiatives
  • Reasonable accommodations for applicants with disabilities
  • Equal opportunity employer

Job title

Customer Success Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

Location requirements

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