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Madison, Wisconsin
United States
General Business
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Customer Success Consultant


Madison, Wisconsin, US

Our Customer Success team advises and guides our wide array of enterprise customers as they map to a broad spectrum of business needs to Zendesk. We ensure customers are optimized and scaling effortlessly through impactful engagements, all focused on driving business and technical value. A key fixture of our Success team is the work our Success Consultants do to understand a customer's business, work creatively to provide solutions to challenges, and ultimately help their business innovate and transform using Zendesk.

Customer Success Consultants align to a portfolio of customers within a specific region and are responsible for minimizing churn/contraction risk while driving production adoption. You do this through proactively engaging with customers at specific points in their lifecycle with Zendesk; providing them experiences based on where their Customer Support maturity aligns within the broader spectrum. Alongside your teammates, you ensure that customers are seeing results from Zendesk and will continue their partnership.

  • Actively manage a book of business to minimize churn and contraction, by providing technical and business value
  • Consult with support leaders across various industries to capture their business problems and work together on how to configure Zendesk in order to meet and exceed expectations
  • Partner with innovative, fast growing customers to optimize and transform support strategies
  • Partner with the sales team in your region to understand where at-risk customers exist and formulate a plan to mitigate churn/contraction
  • Conduct virtual meetings according to Customer Success methodology to drive results, product adoption and ensure retention
  • Maintain a high level of professionalism, empathy, and business acumen across multiple customers at one time, connecting trends and themes as you go
  • Enjoy problem solving to understand the gaps in a user's complex workflow and provide recommendations
  • Simultaneously prioritize for the best customer experience and while also staying keenly aware of the customer's overall health and likelihood to renew
  • Proactively partner with customers along the lifecycle to share recommendations aligned to short term goals and long terms goals thru Configuration Reviews and Strategic Account Reviews
  • Have excellent presentation skills to keep customers engaged in virtual or onsite settings
  • Have worked with the Zendesk product suite, or a comparable Customer Support system

  • Energized by working collaboratively to evolve and optimize a customer program
  • Love for teamwork and the ability to work within different internal groups to enhance our customer's experience
  • Thrives in a fast paced environment and works proactively to learn and optimize skills to succeed
  • Proven ability to develop relationships quickly
  • Ability to manage several customers at different milestones in their lifecycle with Zendesk

Required Skills/Experience
  • Bachelor's Degree
  • 3+ years of experience managing a portfolio of customers and impacting churn/contraction
  • Good understanding of support process and infrastructure
  • Excellent instincts and ability to interface at Manager-Level with ease
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • Empathy and a unique ability to understand customer needs
  • Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
  • Passionate about customer service and how it can transform businesses
  • Strong project management or organizational skills and an ability to multitask without getting frazzled
  • Commitment to building a world-class, enterprise-class global customer experience together
  • Willing and able to travel domestically up to 20%