2025-05-24
Zendesk
Other
/yr
employee
contract
Austin
Texas
78701
United States
Location: Austin, Texas, United States of America
Requisition ID: R31379
Position_Type: Full time
Austin, TX
We’re hiring a leader to build and scale two critical global functions: Customer Onboarding & Targeted Adoption.
This role is central to ensuring customers in our higher volume segments realize early value and long-term success through the right combination of human-led and digital onboarding engagements. Additionally, it ensures our more established customers are maximizing value from their investment, including complex use cases and product adoption scenarios.
You’ll lead the development, launch, scale and across both teams – including hiring, operations, process and execution.
This role is highly cross functional requiring partnership and collaboration across Sales, Product, Marketing, Digital and more. You’ll report to the VP, Global Customer Success.
What You’ll Do:
Build and lead a global onboarding team focused on lower ARR cohorts, delivering high-volume, structured engagements to drive early value and successful go-lives
Stand up a targeted adoption team of experienced CSMs who operate across accounts within regions, diving into complex product adoption scenarios when deeper engagement is required
Define onboarding experiences by segment, including webinar and digital-led models, 1:1 onboarding sessions, and strong handoff and integration processes
Align onboarding and adoption engagements to customer objectives, plan types, and lifecycle stages
Partner with Sales, Product, Marketing, Digital and Analytics teams to position resources correctly and integrate with existing onboarding flows and content
Drive tooling and workflow decisions for team assignment, scheduling, and engagement tracking
Ensure both teams are measurable, scalable, and outcomes-driven, with clear KPIs tied to customer activation and adoption.
What You Bring:
12+ years of professional experience in a GTM and/or Success function
5+ years of people leadership experience, ideally including experience as a 2nd-line leader or leader of leaders (leading a global team ideal)
Proven success building and scaling Customer Success, Onboarding, or Implementation teams preferably in a SaaS environment
Strong data fluency and technical aptitude
Operational strength and comfort driving execution in fast-moving environments
Experience with tools like Zendesk, Salesforce, Gainsight, Gong, and other platforms
Strong collaboration and stakeholder management across GTM and Product orgs
Spanish fluency a plus, but not required
Willingness to travel quarterly to global sites
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 peopleandplaces@zendesk.com with your specific accommodation request.
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com
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