Zendesk, Inc.
1001-5000 employees
Software
Customer Service
Cloud Computing
SaaS
About Zendesk, Inc.
Zendesk, Inc. is a leading customer service software company that provides a cloud-based platform designed to improve customer relationships. Founded in 2007, Zendesk offers a suite of products including help desk ticketing, customer support, and engagement tools that enable businesses to deliver seamless and personalized customer experiences. The company's mission is to create better customer experiences through innovative technology that simplifies communication between companies and their customers. Zendesk serves a global market, supporting businesses of all sizes across various industries with scalable and easy-to-use solutions.
3 months ago
Senior Manager, Customer Education Programs
Full-time
Senior
Senior Manager, Customer Education Programs
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Description
- Zendesk’s Digital CX team is building the future of how customers connect, learn, and grow with Zendesk — and education is at the heart of that mission.
- From onboarding new customers to deepening adoption of AI and advanced CX features, we believe great education fuels great customer outcomes.
- We’re looking for a strategic, hands-on Senior Manager of Customer Education Programs to design and scale a global learning ecosystem that empowers every Zendesk user — customers, partners, and advocates — to master our products and realize value faster.
- This leader will build the foundation for free, retention-focused education experiences, evolve Zendesk’s certifications, and connect learning programs to measurable improvements in adoption and GRR.
- It’s a ground-up opportunity to shape a high-impact function within Zendesk’s Digital CX team, working directly with senior leaders across Product, Success, and Marketing to deliver learning that scales with our customers.
- Build and scale Zendesk’s education strategy & team.
- Own and operationalize a global Customer Education roadmap — spanning self-paced learning, in-product education, and partner enablement — that drives product adoption and retention.
- Build, manage and improve a small team to scale out impact.
- Evolve certification programs.
- Manage and continuously improve Zendesk’s global certification programs, modernizing learning experiences and ensuring alignment with the latest product capabilities and customer skill needs.
- Design programs for scale.
- Architect the systems, data flows, and success metrics to measure impact on customer behavior, usage, and value realization.
- Ensure content is accessible globally and localized where needed.
- Leverage AI to accelerate learning.
- Partner with AI and Knowledge teams to incorporate intelligent recommendations, content summarization, and personalization into learning journeys.
- Use AI insights to identify knowledge gaps and optimize program delivery.
- Collaborate across functions.
- Partner closely with Instructional Design, Product Marketing, Success, and Partner teams to co-develop content and learning paths.
- Align education experiences to major product launches, adoption campaigns, and scaled success motions.
- Integrate learning across the customer journey.
- Collaborate with Community, Knowledge, and Product teams to embed learning moments directly in Zendesk’s self-service and in-product experiences, ensuring customers can learn as they work.
- Build the foundation.
- Stand up core infrastructure — from LMS governance to analytics — while recruiting and mentoring a small, distributed team.
- Establish operating rhythms, feedback loops, and scalable playbooks for future growth.
- Prove impact.
- Define and track KPIs linking education to adoption, retention, and customer satisfaction.
- Report insights regularly to CX and Product leadership, shaping investment priorities.
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Requirements
- 6+ years in Customer Education, Enablement, or scaled Learning roles at a B2B SaaS company
- 2+ years leading teams
- Operational mindset with experience designing scalable systems, processes, and metrics
- Cross-functional leadership experience with Product, Success, and Marketing teams
- Experience using AI tools to automate, personalize, and optimize learning content or insights
- Deep familiarity with learning platforms, certification programs, and adult learning best practices
- Experience partnering with instructional designers
- Ability to build structure from scratch and move between strategy and hands-on execution
- Passion for customer success and translating complex tech into clear learning experiences
- Experience designing programs for diverse, multilingual audiences
- Excellent written and verbal communication skills
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Benefits
- Fulfilling and inclusive work environment
- Hybrid work model with in-person collaboration and remote flexibility
- Opportunities for professional growth and learning
- Company commitment to diversity, equity, and inclusion
- Reasonable accommodations for disabilities and veterans