Customer Success Strategy & Operations Manager

Job Description

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 Customer SuccessStrategy & Operations 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.

The US annualized base salary range for this position is $113,000.00-$169,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.