Senior Customer Success Manager, ITSM/ESM

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Zendesk

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

☁️ SaaS

🤝 B2B

💰 Grant on 2019-09

SaaS • B2B • Customer Support

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

📋 Description

• Serve as the product and workflow expert for Employee Service in the post-sale org • Guide customers on best practices across ITSM/ITAM and broader ES use cases to ensure rapid adoption and measurable operational improvements • Connect ES adoption to business outcomes driving quantifiable value for customers • Lead workshops, success planning sessions, and value reviews focused on internal service maturity, workflow optimization, and ES capability expansion • Provide practical, actionable guidance to service leaders, IT administrators, HR/People Ops partners, and cross-departmental stakeholders • Act as the ES subject matter expert within account teams, helping Core CSMs identify risks, accelerate adoption, and elevate the customer’s internal service strategy • Support customers with expansion of additional ES use cases and internal service functions • Influence, develop, and help deliver 1:many digital engagement motions including webinars, campaigns, office hours, and self-serve content in partnership with Digital Programs • Partner with CX Enablement and CX Programs to ensure Core CSMs, Services, and internal teams have the knowledge, playbooks, and collateral to support ES customers effectively • Contribute to improving internal and customer-facing ES documentation, guides, and best practice materials • Work closely with Professional Services during onboarding to ensure ES requirements, SLAs, workflows, and cross-departmental needs are clearly defined • Partner with Product by providing insights, prioritized customer feedback, and trends that help shape the evolving ES roadmap • Collaborate with Sales and Renewals to help customers realize value that strengthens retention and expansion • Act as a voice of the customer for Employee Service needs and improvements • Highlight ROI through data-led insights, benchmarking, and operational storytelling • Support Quarterly Business Reviews or value sessions to demonstrate adoption progress and outcomes tied to ES use cases

🎯 Requirements

• 7+ years of experience in Customer Success, ITSM/ITAM, IT Operations, HR Service Delivery, Professional Services, or Technical Account Management within enterprise SaaS • Strong understanding of internal service delivery models (IT, HR, Finance, Operations, and general Employee Experience teams) • Demonstrated experience driving adoption and optimization of SaaS platforms, ideally within ITSM/ITAM, service management, or employee experience tooling • Excellent advisory and consulting skills, with the ability to engage confidently across service leaders, technical administrators, and executive stakeholders • Strong communication, facilitation, and influencing abilities across both customer and internal teams • Familiarity with ITIL or internal service management frameworks preferred • Experience with data storytelling, value mapping, and outcome-based customer engagement • Bachelor’s degree in business, information systems, computer science, or related field preferred

🏖️ Benefits

• Flexible working arrangements • Professional development opportunities