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Zendesk
Zendesk
5,001 – 10,000 Employees
H1B Visa SponsorConsultingLogisticsMarketing
Zendesk develops customer service and sales software that helps organizations manage conversations, support requests, and customer relationships in one connected environment. Its platform brings together messaging, live chat, AI-powered automation, data privacy and protection tools, and an agent workspace, giving teams flexible ways to organize service operations as they grow. Zendesk also offers professional services and training resources, with a stated focus on personalized customer interactions, integrated workflows, diversity and inclusion, and sustainability.
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Associate Portfolio Success Manager (German-Speaking) - Zendesk, Dublin Hybrid

Guide German-speaking Zendesk customers through onboarding, product setup, and go-live as an Associate Portfolio Success Manager. Support adoption, AI readiness, risk management, and effective transitions to customer success teams.

IEIrelandHybridFull-timeJuniorMiddleNo degree requiredGerman RequiredEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Lead early onboarding for newly signed, German-speaking Zendesk customers
  • Run kickoff calls, check-ins, and progress reviews in German and English
  • Clarify onboarding routes, available resources, key milestones, and required next steps
  • Increase engagement through planned outreach, follow-up scheduling, and recovery of unresponsive accounts
  • Apply digital onboarding resources, Journey Orchestrator touchpoints, Success Plans, and enablement materials
  • Record customer objectives, use cases, success measures, stakeholders, and implementation priorities
  • Create and update Success Plans that connect customer outcomes with purchased products
  • Help customers sequence foundational workflows and activation milestones
  • Record risks, obstacles, sentiment, and proposed actions in Gainsight or other relevant systems
  • Guide customers toward go-live while monitoring onboarding progress, activation, and early usage
  • Spot adoption shortfalls and recommend enablement, product guidance, or escalation options
  • Promote foundational use of Zendesk Support, Messaging, Knowledge, Voice, Copilot, and AI capabilities
  • Identify accounts with AI, Copilot, Messaging, or other advanced product entitlements
  • Document initial AI use cases, channel and knowledge readiness, and administrator ownership when relevant
  • Refer customers to AI Specialists, Services, Product Support, or partners when needs exceed standard onboarding
  • Keep Gainsight, Salesforce, Gong, and other systems of record current
  • Monitor onboarding engagement, milestone progress, customer obstacles, and risk levels
  • Apply onboarding playbooks, CTA workflows, and escalation procedures consistently
  • Coordinate with FLMs, Operations, Digital Programs, Core CS, Sales, Services, Support, and Product Specialists
  • Share insights on customer friction, process weaknesses, and opportunities to improve scaled onboarding
  • Prepare customers for the appropriate post-onboarding customer success motion
  • Provide Core CS, Scaled, and Pulse teams with complete handoff information
  • Help move customers from onboarding into sustained adoption, optimization, and renewal readiness

Requirements

  • Professional fluency in both German and English
  • Located in Dublin or able to work from the Dublin office twice weekly under Zendesk’s local working model
  • At least 1–3 years of experience in Customer Success, onboarding, implementation, support, account management, SaaS operations, or a comparable customer-facing function
  • Clear, confident customer communication and the ability to explain concepts and guide next actions
  • Strong organization and prioritization skills for managing a high-volume customer portfolio
  • Comfort with digital engagement tools, CRM platforms, and customer success systems
  • Reliable follow-through and careful attention to detail
  • Ability to recognize customer blockers, risks, and escalation requirements early
  • Collaborative approach to working with Sales, Customer Success, Support, Services, Operations, and Product teams
  • Interest in learning Zendesk products, onboarding practices, and customer success principles
  • Preferred: Experience with Zendesk or comparable customer experience and SaaS platforms
  • Preferred: Experience serving SMB, mid-market, or scaled customer segments
  • Preferred: Familiarity with Gainsight, Salesforce, Gong, Journey Orchestrator, Skilljar, or similar tools
  • Preferred: Background in customer onboarding, implementation coordination, or digital-first customer journeys
  • Preferred: Understanding of support operations, ticketing, knowledge management, messaging, voice, reporting, or AI and automation concepts
  • Preferred: Experience in a high-volume, metrics-focused environment
  • Preferred: Ability to use data to prioritize follow-up and detect customer risk
  • Additional European language skills are advantageous

Benefits

  • Hybrid working arrangement with the option to work remotely for part of the week
  • Inclusive workplace environment
  • Reasonable accommodations available for applicants with disabilities and disabled veterans

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