Engagement Manager

Job Description

Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection.

We’re seeking a proven Engagement Manager to join our delivery team, driving successful implementations for newly signed customers. In this role, you’ll help customers realize value from Zendesk’s AI-enabled service solutions by leading onboarding, coordinating cross-functional teams, and ensuring timely, high-quality project delivery that supports retention and expansion.

What you’ll be doing

• Own onboarding and end-to-end implementation for newly signed customers, delivering projects on time, on scope, and with measurable business outcomes.

• Run project kickoffs, trainings, and workshops to align stakeholders on goals, success metrics, and adoption plans.

• Develop and maintain detailed project plans, timelines, milestones, and RACI for both client and internal stakeholders.

• Serve as the primary client contact during delivery — provide regular status updates, manage expectations, and resolve escalations.

• Coordinate cross-functional teams (Engineering, Product, Sales, Customer Success, Professional Services) to remove blockers and drive delivery.

• Identify and mitigate risks, manage dependencies and scope changes, and escalate critical issues to resolution.

• Track and report project KPIs (time-to-value, adoption metrics, milestones met) and lead post-implementation reviews to identify improvements.

• Act as a trusted advisor — recommend best practices, integrations, and configurations that maximize customer ROI and product adoption.

What you bring to the role

• 5+ years’ experience in customer-facing implementations, program/engagement management, or customer success in a SaaS environment.

• Demonstrated ability to manage multiple concurrent projects and stakeholders in a fast-paced environment while maintaining attention to detail.

• Strong communicator who builds trust with customers and internal teams; comfortable presenting to technical and executive audiences.

• Technical fluency with APIs, integrations, and common software architecture concepts to coordinate engineering work.

• Solid project management skills and familiarity with tools such as Jira, Asana, or MS Project; experience with Agile or hybrid delivery methods.

• Customer-focused mindset with strong problem-solving, de-escalation, and stakeholder management skills.

• Experience measuring adoption and business outcomes and using data to drive post-implementation improvements.

Basic Qualifications

• Bachelor’s degree in Business, Computer Science, Information Technology, or equivalent practical experience.

• 5+ years’ relevant experience in SaaS implementation, program management, or customer success.

• Proven track record owning end-to-end implementation lifecycles and coordinating cross-functional teams.

• Strong written and verbal communication skills; experience interfacing with both technical and executive stakeholders.

Preferred Qualifications

• Experience with customer support or CRM platforms (e.g., Zendesk, Salesforce) and common integrations.

• Project management certification (PMP, PRINCE2, Certified ScrumMaster) or equivalent.

• Familiarity with emerging AI trends and practical experience applying AI/automation to improve workflows or customer outcomes.

• Experience managing enterprise-level implementations or multi-product integrations.

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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.