Portfolio Success Manager I

Job Description

Role-Specific Company Impact (ポジションの役割と影響力)
As a Portfolio Success Manager I in our Global Scaled Customer Success organization, you are the face of Zendesk to a diverse portfolio of Japanese and global clients. You will ensure our customers derive maximum value from their investment by providing expert guidance. Your role is critical in driving "Customer Success" in the Japanese market—transforming traditional support into a strategic advantage and ensuring long-term growth for our partners.

What you’ll be doing (業務内容)

• Customer Engagement: Serve as the trusted advisor for a large cohort of customers, ranging from local Japanese startups to established Enterprise organizations.

• Strategic Discovery: Conduct comprehensive discovery sessions to understand unique Japanese business requirements and provide tailored expert recommendations.

• Value Realization: Drive product adoption and optimization, ensuring customers achieve their specific KPIs and business outcomes through the Zendesk platform.

• Scaled Success: Facilitate webinars and online events in Japanese, sharing best practices and fostering a community of power users.

• Content Creation: Produce localized video content and email campaigns that simplify complex technical concepts for the local market.

• Cross-functional Collaboration: Work closely with Tokyo-based and global teams (Sales, Renewals, Advocacy, and Professional Services) to ensure a seamless customer journey.

• Risk Management: Proactively use data and insights to identify "at-risk" accounts, providing intervention strategies to ensure high customer satisfaction (CSAT).

What you bring to the role (求めるスキル・経験)

• Customer-First Mindset: A deep commitment to the "Customer First" philosophy and a proactive approach to solving client challenges.

• Agility & Adaptability: Ability to navigate a fast-paced SaaS environment and adapt to evolving customer needs with professional flexibility.

• Communication Excellence: Strong presentation and storytelling skills, with the ability to explain technical solutions in a clear, business-oriented manner.

• Data-Driven Approach: Comfort using data to inform decisions and experience with tools like Salesforce, Gainsight, or Tableau.

• Collaborative Spirit: A team player who values open communication (Candor) and is eager to contribute to a diverse, global team culture.

Basic Qualifications (応募要件)

• Experience: 1+ years of experience in Customer Success, Account Management, Sales, or a high-level Customer Support role.

• Language: Native-level fluency in Japanese (JLPT N1 equivalent) and Business-level English (ability to participate in global meetings and read technical documentation).

• Problem Solving: Proven ability to identify business objectives and map them to technical solutions.

Preferred Qualifications (歓迎するスキル・経験)

• Experience in the SaaS or Software industry within the Japanese market.

• Familiarity with the Zendesk platform or similar CX/CRM technologies.

• Experience managing a high volume of accounts (Scaled/One-to-Many model).

• A passion for continuous improvement and a desire to build a long-term career in a global tech leader.

Why Zendesk Tokyo?

• Global Exposure: Work in a truly international environment while supporting the growth of the Japanese market.

• Career Growth: Clear job architecture and internal mobility opportunities within the Global Customer Success organization.

• Culture of Belonging: We prioritize empathy and psychological safety, ensuring every employee can bring their full self to work.

#LI-MJ1

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 peopleandplaces@zendesk.com with your specific accommodation request.