Manager, Customer Success

The world of customer experience isn’t just evolving—it’s being revolutionized. At Zendesk, we don’t watch the future unfold. We build it. As the architects of the AI-powered Resolution Platform, we’re resetting the standard for what customer service—and customer success—can mean on a global stage.

We’re seeking a Manager of Customer Success for the French region, who isn’t daunted by disruption, but energized by it—an architect who can unlock new value at the intersection of human talent, technology, and relentless reinvention. Come help us make Zendesk a Customer Success career destination of choice!

Lead a team of 4-10 **Customer Success Managers** supporting our **high and medium touch segment**s. Your job: Make Zendesk’s customers so successful they want to buy more, stay longer, and advocate fiercely. Build a team that blends financial acumen, technical product knowledge, and data-driven experimentation into a customer outcomes powerhouse. You are known for leading with a growth mindset and consistently reaching across the aisle to collaborate and drive customer experience improvements internally. People would describe you as a people first leader who creates a rich learning culture-empowering your team to deliver outsized impact daily. You have unrelenting operational discipline and create a space where world class CSM performance is accelerated by experimentation and constant reinvention.

• Hire, coach, and grow a diverse team, fostering a culture of curiosity, candor, and courageous experimentation.
• Accelerate your team's product and overall CX technology proficiency, ensuring deep technology and AI fluency to lead customer conversations.
• Set and communicate crystal-clear goals, weekly, monthly, quarterly, and annual KPIs, and clear accountability frameworks.
• Attend in-person customer meetings, assist with deep multi-threading, and use Gong consistently to coach the team, identify trends, and stay ahead of the market.
• Empower your teams while driving operational consistency and rigorous execution to exceed financial targets and contribute to complex cross-functional initiatives.* **Business Ownership & Segment Strategy:*
• Act as the business owner for the assigned segment, taking responsibility for revenue outcomes, resource planning, operational health, and ensuring CS feedback influences the Zendesk product roadmap via proactive cross-functional collaboration.* **Performance Management & Talent Development:*
• Coach for high performance and secure team success through prompt performance management, actionable feedback loops, routine team health checks, skills assessments, and championing promotions for high potential talent.* **Talent Pipeline & Team Growth:*
• Recruit, interview, and onboard new Customer Success Managers, with a focus on building a diverse team in terms of thought and skill.* **High-Impact Escalation Leadership:*
• Personally drive resolution for high-impact or strategic customer situations and document learnings to promote continuous improvement across the team.**Data Mastery**: Proficiency with CRM and CS platforms (Zendesk, Gainsight, Salesforce, etc.), analytics platforms (Looker, Tableau, or similar), and hands-on skills with data analysis, reporting, and building dashboards for insight-driven action.**Financial Acumen**: Ability to connect operational levers to revenue outcomes; confident navigating revenue retention, renewal/expansion analysis, forecasting, and ARR/MRR modeling. You’ve built your career partnering deeply with sales, renewals, product and marketing colleagues. You lead by strengthening a united approach-that puts customer success at the heart of all interactions. **Risk and Opportunity Management**accountability.
• 9+ years in Customer Success, or relevant customer-facing roles in Saa

S or technology companies, with at least 5+ years managing teams.* **Technical & AI Fluency:*

• Strong expertise in leveraging AI-driven tools, analytics, and automation to positively impact customer success outcomes. Direct experience with AI or next-gen tooling, and the ability to build or manipulate data pipelines and automated reporting, is highly valued.* **Deep Customer Success Leadership:*
• Proven experience leading high-performing Customer Success teams segmented by customer size/complexity (SMB to Strategic). Deep understanding of core CS principles, including retention, engagement models, and performance measurement.* **Language fluency:*
• Fleuncy in French and English. Another language is a plus.* **Cross-Functional Collaboration:*
• Track record of collaborating effectively at a leadership level with product, sales, marketing, and AI/technology teams.* **Data & Financial Acumen:*
• Comfort running QBRs, NRR/GRR analyses, and forecasting with confidence. A data-driven approach is essential for demonstrating impact (outcomes, not just org charts).* **Adaptability & Drive:*
• Insatiable curiosity, high adaptability, and a proven history of upskilling and delivering results in ambiguous, rapid-paced, and dynamic environments.* **Education & Certifications:*
• Bachelor’s degree in Business or Technology preferred, with advanced degrees or certifications in Customer Success or **AI Application** being a significant plus.

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