Customer Success Training Manager

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.

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 [email protected] with your specific accommodation request.

The Role: Customer Success Training Manager - Hybrid (Portugal)

The Customer Success Strategy Team has responsibility for training Zendesk's Global Customer Success Team on key tools, processes, and product knowledge. We also have responsibility to provide the measurement of how effective the enablement is post learning. We are a part of the wider team known as Customer Experience, and our team is responsible for process, technology, and enablement of the Customer Success Team.

We are seeking a highly organized and skilled Customer Success Enablement Manager to join our Global team. The Customer Success Enablement Manager will be responsible for designing, developing, and training programs that equip our global Customer Success Team with the knowledge and skills needed to deliver outstanding service to our customers. You will collaborate closely with various stakeholders to ensure our teams are well-prepared to meet customer needs and drive product adoption.

In this role you will:

• Develop and deliver comprehensive training programs for Customer Success, focusing on product knowledge, customer engagement strategies, and support best practices
• Create engaging training materials, including presentations, e-learning modules, and documentation that cater to different learning styles
• Schedule and lead live enablement sessions and certifications for CSMs, ensuring the delivery aligns with business needs and expectations
• Administer and grade assignments and certification assessments promptly, ensuring consistent standards and providing high-quality feedback
• Manage the end-to-end logistics for your enablement programs, including coordination with Subject Matter Experts (SMEs) for specialized content presentations
• Maintain and update training materials built for the CX team, both live and within the eLearning platform (Seismic Learning) to ensure accuracy and relevance
• Ensure continuous improvement of content to meet evolving business need
• Actively engage with Customer Success team members, monitor their progress, and provide follow-up communications to ensure they remain on track and engaged with the program
• Track key KPIs to measure the effectiveness and impact of programs using both qualitative and quantitative data
• Ensure alignment between the programs you deliver and business Goals, identifying and prioritizing areas for support or improvement
• Partner with SMEs and other teams across the organization to ensure alignment between content and the latest processes, tools, and business strategies
• Participate in broader team initiatives, such as sales kick-offs or other larger training events, to provide support and deliver relevant content where appropriate

You must have:

• 3-6 years experience in training and development
• Fluent English (written and spoken)
• Excellent communication and presentation skills
• Proficient in utilizing learning technologies
• Proficient in utilizing virtual delivery and facilitation tools
• Understanding of adult learning principles and instructional design concepts
• Strong organizational and time management skills
• Ability to adapt training style based on learner needs
• Passion for continuous learning and professional growth

Nice-to-Have:

• Customer Success experience preferred
• SaaS and/or CCaaS experience preferred
• Gainsight experience preferred

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.