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Enterprise Customer Success Manager, Ai Agents @Zendesk
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WORK HISTORY
Enterprise Customer Success Manager, Ai Agents @Zendesk
Own a portfolio of Enterprise customers, as their single point of contact to help them achieve their strategic goals and realize significant value using the platform- Am a product expert with a comprehensive understanding of how Ultimate can be used to create value for support teams and in partner CRMs- Engage in customer onboarding by helping to define objectives, project scope and minimize time-to-value- Foster strong customer relationships and maintain high engagement by developing Success Plans that define strategic objectives, outline joint initiatives, establish clear success metrics, and provide a roadmap for upcoming projects to ensure long-term renewals- Stay current with new features and drive product adoption by collaborating closely with frontline support teams, reviewing their solutions, and offering proactive training and best practices- Work cross-functionally and maintain strong relationships with Product Management, Sales, Implementation, and Customer Engineering- Provide regular reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them- Develop business cases and ROI calculations using industry benchmarks and best practices, while leading QBRs and EBRs to align realized value with executive stakeholders- Uncover and qualify expansion opportunities and work closely with Account Executives on closing them
EDUCATION
Plymouth State University
Bachelor of Arts - BA, Communication and Media Studies
ABOUT MARISA SPENCER
AI Success Strategist | Agentic Bot Builder
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