Job Description

Who we’re looking for

Zendesk is looking for an empathetic customer marketer who has passion for developing content. You’ll be a key partner with our marketing, sales, and customer success teams to build resources and deliver assets to help tell the Zendesk story through the voice of our customers.

The Senior Customer Marketing Manager will play a key role in developing content and helping to publish and promote customer story assets.

If you have a passion for storytelling, excellent writing ability, can drive and prioritize critical initiatives toward shared objectives, have strong attention to detail and problem-solving skills, and are comfortable engaging with customers, executives and individual contributors alike, we want to hear from you.

What you'll be doing

• Produce customer story content—compose briefs, write stories, review work from partners, and publish assets on the website and internal systems, supporting work with your own high-impact copywriting

• Manage the approval process with customers and internal stakeholders for Customer Marketing content

• Partner with cross-functional teams (Product Marketing, Campaigns, Partner Marketing, Competitive Intelligence) to support our key messages with customer evidence

• Partner with the Communications, Brand, and Content teams to ensure Customer Marketing materials meet Zendesk editorial standards and consistency

• Write copy to promote customer stories internally to drive awareness

• Help maintain an editorial calendar and manage customer interview pipeline

• Improve existing production processes and tracking systems to encourage collaborative and transparent workflows

What you bring to the role

• Experienced in content development; writing and developing content that aligns with business goals while bringing to life our customer stories in an engaging way

• Possess an ethos of “getting things done.” Decisive, agile, and iterative; easily able to shift gears between thinking and doing with a proven track record to thrive under ambiguity

• Strong interpersonal skills to work closely with customer marketing team, cross-functional partners and company leadership

• Team-player attitude—your enthusiasm will get others to participate in our programs and be our advocates within their teams

• Strategic problem solver that can see beyond the day-to-day work to help reach marketing and sales goals, build a stronger brand, and improve the customer experience

Basic Qualifications

• Customer-focused with passion & empathy for genuinely improving how Zendesk serves and engages people

• 8+ years proven experience in developing highly impactful content at a fast-paced US-based SaaS or B2B technology company

• Outstanding writing & editing capabilities, including exceptional grammar, punctuation, and spelling skills

• Professional proficiency in English

• Exceptional project management, prioritization, and attention to detail—you’ll be managing multiple timelines with different stakeholders

• Knowledge and experience with using marketing and CRM tools

• BA/BS required - Journalism, Marketing, Business or other related field

• Writing samples required

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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.