Engagement Manager

Overview

Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection.

• Own onboarding and end-to-end implementation for newly signed customers, delivering projects on time, on scope, and with measurable business outcomes.
• Run project kickoffs, trainings, and workshops to align stakeholders on goals, success metrics, and adoption plans.
• Develop and maintain detailed project plans, timelines, milestones, and RACI for both client and internal stakeholders.
• Serve as the primary client contact during delivery — provide regular status updates, manage expectations, and resolve escalations.
• Coordinate cross-functional teams (Engineering, Product, Sales, Customer Success, Professional Services) to remove blockers and drive delivery.
• Identify and mitigate risks, manage dependencies and scope changes, and elevate critical issues to resolution.
• Track and report project KPIs (time-to-value, adoption metrics, milestones met) and lead post‑implementation reviews to identify improvement opportunities.
• Act as a trusted advisor — recommend best practices, integrations, and configurations that maximize customer ROI and product adoption.

• 5+ years’ experience in customer‑facing implementations, program/engagement management, or customer success in a SaaS environment.
• Demonstrated ability to manage multiple concurrent projects and stakeholders in a fast‑paced environment while maintaining attention to detail.
• Strong communicator who builds trust with customers and internal teams; comfortable presenting to technical and executive audiences.
• Technical fluency with APIs, integrations, and common software architecture concepts to coordinate engineering work.
• Solid project management skills and familiarity with tools such as Jira, Asana, or MS Project; experience with Agile or hybrid delivery methods.
• Customer‑focused mindset with strong problem‑solving, de‑escalation, and stakeholder management skills.
• Experience measuring adoption and business outcomes and using data to drive post‑implementation improvements.

• Bachelor’s degree in Business, Computer Science, Information Technology, or equivalent practical experience.
• 5+ years’ relevant experience in SaaS implementation, program management, or customer success.
• Proven track record owning end‑to‑end implementation life cycles and coordinating cross‑functional teams.
• Strong written and verbal communication skills; experience interfacing with both technical and executive stakeholders.

• Experience with customer support or CRM platforms (e.g., Zendesk, Salesforce) and common integrations.
• Project management certification (PMP, PRINCE2, Certified Scrum Master) or equivalent.
• Familiarity with emerging AI trends and practical experience applying AI/automation to improve workflows or customer outcomes.
• Experience managing enterprise‑level implementations or multi‑product integrations.

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 . 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  with your specific accommodation request.