The Customer Success Strategy & Automation Team at Zendesk accelerates customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at global scale. We do this through tooling, automation, processes and enablement—all in service of our goal of delivering best-in-class customer experience.
We’re looking for a CS Strategy & Ops Manager to join the Customer Success Strategy & Automation Team. In this role, you’ll drive the strategy and ongoing optimization of our Gainsight instance — enabling our Customer Success team to deliver scalable, insights-driven engagement that supports our retention goals. You’ll partner cross-functionally to design workflows, build automated programs, and surface actionable customer insights that drive adoption, expansion, and retention.
Responsibilities:
Set the strategy and define requirements for how our Global Customer Success Team uses Gainsight
Design and build automated journeys, playbooks, CTAs, and more
Operationalize key Customer Success process that support the scale of our Global CS Team
Drive close alignment with our IT partners to execute on your strategy
Partner with Enterprise Data Analytics and Sales Ops to ensure accurate data flow between Gainsight, Salesforce, Snowflake, and other systems
Create and optimize dashboards and reports that drive action and visibility for CS leadership
Oversee testing and change management for new Gainsight features or programs
Collaborate with CS Enablement to drive Gainsight adoption and training
Continuously evaluate and implement Gainsight best practices in support of retention, adoption, and expansion
Qualifications:
5+ years of experience driving the strategy for Gainsight in a B2B SaaS environment
Strong understanding of CS processes (e.g., onboarding, health, risk, renewal workflows)
Hands-on experience with Gainsight rules engine, Journey Orchestrator, Success Plans, CTA configuration
Proficient in Salesforce and experience with related data tools (e.g., Looker, Snowflake, Workato, etc.)
Excellent project management and cross-functional collaboration skills
Ability to translate business needs into scalable system solutions
Track key KPIs to measure the effectiveness and impact of programs using both qualitative and quantitative data
Build and maintain strong cross-functional relationships with key stakeholders, including CS Leadership, Executives, and other cross-functional partners
This is a high-impact role at the intersection of technology and customer value. You’ll directly enable Zendesk’s Customer Success team to engage smarter, faster, and more proactively — helping us retain and grow our customer base in 2025 and beyond.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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.
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.
Zendesk is an equal opportunity employer, and we’re 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 [email protected] with your specific accommodation request.
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What We Do
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, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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