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