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About the role
Key responsibilities & impact- Guide newly signed Zendesk customers through the early onboarding journey, focusing on German-speaking customers
- Conduct onboarding kickoff calls, check-ins, and progress reviews in German and English
- Explain onboarding paths, resources, milestones, and next steps
- Drive engagement through structured outreach, follow-up booking, and no-response recovery actions
- Use digital onboarding resources, Journey Orchestrator touchpoints, Success Plans, and enablement content
- Capture customer goals, use cases, success criteria, stakeholders, and implementation priorities
- Build and maintain onboarding Success Plans aligned to customer outcomes and purchased products
- Help customers prioritize foundational workflows and activation milestones
- Document risks, blockers, customer sentiment, and recommended next steps in Gainsight or relevant systems
- Support customers toward go-live and track onboarding milestones, product activation, and early adoption
- Identify adoption gaps and recommend enablement resources, product guidance, or escalation paths
- Support foundational adoption across Zendesk products including Support, Messaging, Knowledge, Voice, Copilot, and AI-related capabilities
- Identify customers with AI, Copilot, Messaging, or other advanced product entitlements
- Capture first AI use case, channel readiness, knowledge readiness, and admin ownership where applicable
- Route customers to AI Specialists, Services, Product Support, or partner resources when needs exceed standard onboarding scope
- Maintain updates in Gainsight, Salesforce, Gong, and other systems of record
- Track onboarding engagement, milestone completion, customer blockers, and risk status
- Follow onboarding playbooks, CTA workflows, and escalation processes
- Partner with FLMs, Ops, Digital Programs, Core CS, Sales, Services, Support, and Product Specialists
- Contribute feedback on customer friction points, process gaps, and scaled onboarding improvements
- Prepare customers for transition into the appropriate post-onboarding CS motion
- Ensure Core CS, Scaled, and Pulse teams receive clear handoff context
- Support transition from onboarding into long-term adoption, optimization, and renewal readiness
Requirements
What you’ll need- Fluency in German and English is required
- Based in or able to work from Dublin, Ireland 2 times a week, according to Zendesk’s local working model
- 1–3+ years of experience in Customer Success, Onboarding, Implementation, Support, Account Management, SaaS operations, or a related customer-facing role
- Strong customer communication skills, including the ability to explain concepts clearly and guide customers through next steps
- Ability to manage a high-volume customer portfolio with strong organization and prioritization
- Comfort working with digital customer engagement tools, CRM systems, and customer success platforms
- Strong follow-through and attention to detail
- Ability to identify customer blockers, risks, and escalation needs early
- Collaborative working style with the ability to partner across Sales, CS, Support, Services, Ops, and Product teams
- Curiosity and willingness to learn Zendesk products, onboarding methodology, and customer success best practices
- Preferred: Experience with Zendesk products or similar CX / SaaS platforms
- Preferred: Experience supporting SMB, Mid-Market, or scaled customer segments
- Preferred: Familiarity with Gainsight, Salesforce, Gong, Journey Orchestrator, Skilljar, or similar tools
- Preferred: Experience with customer onboarding, implementation coordination, or digital-first customer journeys
- Preferred: Understanding of support operations, ticketing workflows, knowledge management, messaging, voice, reporting, or AI / automation concepts
- Preferred: Experience working in a high-volume, metrics-driven environment
- Preferred: Comfort using data to prioritize customer follow-up and identify risk
- Additional European language skills are a plus
Benefits
Comp & perks- Hybrid way of working, with flexibility to work remotely for part of the week
- Inclusive workplace experience
- Reasonable accommodations for applicants with disabilities and disabled veterans