Zendesk is hiring a Senior Director, Customer Success to lead the strategic direction, execution, and growth of our Commercial segment. This executive role shapes the vision, scales programs, and drives outcomes that enable Commercial customers to achieve measurable business value and foster long-term partnership.

What You'll Do

Define and execute the long-term vision for Customer Success in the Commercial segment, aligning with Zendesk’s corporate strategy and revenue objectives.
Operate as a senior leader, partnering with executive stakeholders across Sales, Product, Marketing, and Services to amplify customer impact.
Serve as an executive sponsor for high-value Commercial customers, earning trust with C-suite stakeholders.
Lead, scale, and mentor a team of Customer Success Managers and frontline leaders; foster a culture of high performance and continuous development.
Oversee resource planning, organizational design, and capacity modeling to meet evolving business demands.
Set clear team objectives, coach direct reports, and create leadership succession plans.
Own customer health and value delivery for the entire Commercial portfolio, ensuring risk management and opportunity identification.
Drive the design and execution of scalable Customer Success programs, onboarding models, and lifecycle management strategies.
Collaborate at a senior level with Sales, Renewals, Professional Services, Product, and Support to develop integrated customer strategies.
Champion the voice of the customer in product innovation and sales strategy.
Define, track, and report on portfolio-level KPIs—customer health, adoption, NPS, renewal/expansion rates—leveraging insights for continuous improvement.
Promote the adoption of customer success technologies and best practices for operational efficiency.
Stay ahead of industry trends, competitor movements, and advancements in AI-powered customer experience solutions.
Represent Zendesk’s Customer Success vision at executive briefings, industry forums, and customer events.

What We're Looking For

12+ years of relevant experience.
At least 5 years in Customer Success or related leadership roles at the Director level or above within enterprise SaaS or technology organizations.
Demonstrated experience leading large-scale customer success teams and managing managers in a high-growth SaaS environment.
Proven track record of strategic ownership for a customer portfolio, including risk management, growth, and executive relationship development.
Deep expertise in customer success frameworks, digital adoption at scale, health metrics management, and lifecycle engagement models.
Exceptional executive communication, negotiation, and change management skills.
Strong cross-functional influencing capability at the senior leadership/executive level.
Proficiency with customer success and CRM platforms (Gainsight, Salesforce, or similar) and data analytics for operational leadership.
Bachelor’s degree.
Strong financial acumen; demonstrated ability to plan, manage budgets, build business cases, and measure financial impact.

Nice to Have

MBA or advanced degree.

Technical Stack

Gainsight
Salesforce

Team & Environment

You will lead the strategic direction, execution, and growth of Zendesk’s Commercial segment through a high-performing team of Customer Success Managers and frontline leaders.

Benefits & Compensation

OTE (On Target Earnings) range $257,000.00-$385,000.00 with a pay mix of 70/30 (base/commission).

Work Mode

This role follows a hybrid work model.

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.