Manager, Customer Success

Job Accountability/Responsibilities

The position combines leadership of a technical support team with ownership-level influence over support systems, including the development of AI capabilities, knowledge management, and operational reporting. The Manager maintains a deep understanding of customer needs, internal systems, and service performance, enabling continuous improvement and alignment with organizational objectives.

• Provide strategic oversight of Customer Success operations, including support delivery, process design, and continuous improvement initiatives.
• Serve as a primary subject matter expert for Zendesk within the organization, supporting configuration, optimization, and expansion of platform capabilities.
• Lead implementation and ongoing development of AI-driven support solutions across all Zendesk channels.
• Establish and monitor key performance indicators (KPIs) to evaluate team performance, service quality, and operational efficiency.
• Drive adoption and effective use of support tools and processes across the organization.

• Lead and develop a team of Customer Success Specialists and Technical Business Analysts (up to 11 direct reports), ensuring strong performance, engagement, and growth.
• Provide ongoing coaching, feedback, and career development support to team members.
• Lead hiring efforts, including job description development, resume screening, and conducting phone and on-site interviews.
• Coordinate onboarding and training programs to ensure team readiness and consistency in support delivery.
• Reinforce organizational priorities and customer-centric principles across the team.

• Oversee daily support operations to ensure timely, accurate, and professional resolution of customer inquiries.
• Review and analyze support cases to identify trends, escalation risks, and opportunities for process improvement.
• Own Incident Management scheduling and coordination, including administration of Pager Duty and support for critical case response.
• Provide 24/7 escalation support for high-impact customer issues and service disruptions.
• Design and implement process improvements to increase efficiency, reduce resolution time, and enhance customer experience.
• Maintain and evolve support documentation, training materials, and operational procedures to reflect best practices.
• Support pre-release and post-launch activities, including testing coordination and team readiness.

• Act as a voice of the customer by translating support insights and feedback into actionable improvements across the organization.
• Support relationships with key stakeholders by ensuring consistent, high-quality service delivery.
• Communicate customer trends, risks, and opportunities to internal teams, including Product and Leadership.
• Assist with alignment on service expectations and delivery for key accounts as needed.

• Customer Satisfaction (CSAT) and survey performance.
• Service Level Agreement (SLA) compliance.
• Reduction in average time to resolution and escalation rates.
• Adoption and effective utilization of Zendesk across the organization.
• Performance and impact of AI-driven support (, automated resolution rate).
• Operational efficiency improvements, including cost to serve.
• Team performance, hiring success, and employee development outcomes.

• Serve as a flexible resource within Customer Success, supporting additional initiatives as needed.
• Provide guidance to interns or contract resources when applicable.
• Support advanced configuration and optimization within Zendesk, including workflows, automations, and reporting.
• Lead development and maintenance of the external Help Center, including knowledge base content creation and structure.
• Contribute to cross‑functional initiatives, including pre‑implementation processes and internal planning discussions.
• Assist with business continuity, disaster recovery planning, and coordination of related activities.
• Additional duties as required.

• Strong management skills and successful at…