Senior Customer Success Manager, ITSM/ESM

Job Description

The Employee Service Senior Success Specialist is a high-impact advisory role responsible for helping customers rapidly achieve value from Zendesk's Employee Service solutions. This role focuses on driving adoption, optimizing workflows, and enabling customers to deliver world-class internal service experiences for their employees.

Sitting within the Global Specialist Organization, the ES Senior Specialist works across all segments and customer sizes, partnering closely with Core CSMs, Professional Services, GTM/Sales, Product, and CX Enablement to reduce customer risk, accelerate adoption, and strengthen long-term value realization. This role is ideal for individuals with ITSM/ITAM and Employee Experience backgrounds who thrive in customer-facing advisory roles while also contributing to programmatic, scalable motions.

Mission of the Senior ES Specialist Team

• Accelerate adoption and time-to-value of Zendesk Employee Service solutions
• Act as subject matter experts and trusted advisors on internal service delivery, ITSM, HR/People Ops support, and cross-functional employee workflows
• Partner with Core CSMs to embed ES expertise into customer success planning and execution
• Influence ES enablement, collateral, and scaled program strategy to ensure a consistent, high-quality customer experience
• Drive a strong feedback loop into Product and GTM teams to shape the 2026 ES roadmap

Key Responsibilities

Drive Adoption and Outcomes

• Serve as the product and workflow expert for Employee Service in the post-sale org
• Guide customers on best practices across ITSM/ITAM and broader ES use cases to ensure rapid adoption and measurable operational improvements.
• Connect ES adoption to business outcomes driving quantifiable value for customers

Customer Advisory

• Lead workshops, success planning sessions, and value reviews focused on internal service maturity, workflow optimization, and ES capability expansion.
• Provide practical, actionable guidance to service leaders, IT administrators, HR/People Ops partners, and cross-departmental stakeholders.

Partnership with CSMs

• Act as the ES subject matter expert within account teams, helping Core CSMs identify risks, accelerate adoption, and elevate the customer's internal service strategy.
• Support customers with expansion of additional ES use cases and internal service functions.

Scaled Programs & Enablement

• Influence, develop, and help deliver 1:many digital engagement motions including webinars, campaigns, office hours, and self-serve content in partnership with Digital Programs.
• Partner with CX Enablement and CX Programs to ensure Core CSMs, Services, and internal teams have the knowledge, playbooks, and collateral to support ES customers effectively.
• Contribute to improving internal and customer-facing ES documentation, guides, and best practice materials.

Cross-Functional Collaboration

• Work closely with Professional Services during onboarding to ensure ES requirements, SLAs, workflows, and cross-departmental needs are clearly defined.
• Partner with Product by providing insights, prioritized customer feedback, and trends that help shape the evolving ES roadmap.
• Collaborate with Sales and Renewals to help customers realize value that strengthens retention and expansion.

Advocacy & Value Realization

• Act as a voice of the customer for Employee Service needs and improvements.
• Highlight ROI through data-led insights, benchmarking, and operational storytelling.
• Support Quarterly Business Reviews or value sessions to demonstrate adoption progress and outcomes tied to ES use cases.

• 7+ years of experience in Customer Success, ITSM/ITAM, IT Operations, HR Service Delivery, Professional Services, or Technical Account Management within enterprise SaaS
• Strong understanding of internal service delivery models (IT, HR, Finance, Operations, and general Employee Experience teams)
• Demonstrated experience driving adoption and optimization of SaaS platforms, ideally within ITSM/ITAM, service management, or employee experience tooling
• Excellent advisory and consulting skills, with the ability to engage confidently across service leaders, technical administrators, and executive stakeholders
• Strong communication, facilitation, and influencing abilities across both customer and internal teams
• Familiarity with ITIL or internal service management frameworks preferred
• Experience with data storytelling, value mapping, and outcome-based customer engagement
• Bachelor's degree in business, information systems, computer science, or related field preferred

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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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 [email protected] with your specific accommodation request.

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