Senior Program Manager, Customer Success

Senior Program Manager, Customer Success
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Senior Program Manager, Customer Success
role at
Zendesk
Senior Program Manager, Customer Success
Join to apply for the
Senior Program Manager, Customer Success
role at
Zendesk
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Job Description
We are seeking a strategic and detail-oriented Program Manager to join our Digital Programs and Customer Success team.
This role operates as the strategic arm of our digital customer success initiatives, responsible for planning, coordinating, and executing digital-first programs that drive customer engagement, adoption, retention, and overall satisfaction across multiple channels and key lifecycle stages.
Job Description
We are seeking a strategic and detail-oriented Program Manager to join our Digital Programs and Customer Success team.
This role operates as the strategic arm of our digital customer success initiatives, responsible for planning, coordinating, and executing digital-first programs that drive customer engagement, adoption, retention, and overall satisfaction across multiple channels and key lifecycle stages.
Key Responsibilities
Develop and own detailed program plans for digital customer success initiatives across onboarding, adoption, retention, and renewal phases.
Coordinate cross-functionally with Marketing, Product, Customer Success, Digital Experience, and other teams to align content, campaigns, and customer touchpoints.
Manage program operations including scheduling, resource allocation, and communications to ensure timely delivery.
Collaborate with stakeholders to prioritize program initiatives based on customer impact and business needs.
Oversee the creation and deployment of varied digital content formats such as webinars, email campaigns, video series, in-product messaging, and social channels.
Monitor program progress, resolve operational challenges, and ensure consistency across global regions.
Support the senior leadership in strategic planning, providing insights and recommendations informed by data and customer feedback.
Drive innovation by exploring new channels, tools, and methodologies to enhance customer engagement and success.
Requirements
5+ years experience in program management within customer success, marketing, or digital engagement environments.
Demonstrated ability to manage complex, multi-channel programs with cross-functional teams.
Strong organizational, project management, and communication skills.
Experience with digital engagement tools and content deployment channels (webinars, email campaigns, video content, in-product messaging).
Strategic mindset with the ability to translate vision into actionable plans and measurable outcomes.
Familiarity with CX/CS tools like Gainsight, Salesforce, Zendesk, Gong
2-3 Days in office
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.
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.
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 with your specific accommodation request.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Project Management and Information Technology
Industries
Software Development
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