Zendesk

About the Company

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world.

Listed Jobs

Company Name

Zendesk

Job Title

Senior Machine Learning Scientist

Job Description

Job Title: Senior Machine Learning Scientist Role Summary: Lead end‑to‑end research and development of advanced AI/ML solutions for a goal‑oriented chatbot system. Own a product area, drive the research roadmap, and translate research into production‑ready models, collaborating closely with AI engineers, product managers, and cross‑functional teams. Expectations: • Deliver actionable, high‑impact ML solutions aligned with product strategy. • Own research projects from business problem definition through experimentation, reporting, and production hand‑off. • Proactively identify new opportunities, prioritize initiatives, and champion innovations. • Maintain a rigorous, collaborative research culture through peer review and knowledge sharing. Key Responsibilities: • Design, prototype, and evaluate novel AI models for conversational, goal‑oriented interactions. • Translate state‑of‑the‑art NLP and ML research into proof‑of‑concept and production‑ready implementations. • Conduct experiments, analyze results, and produce clear documentation and presentations. • Collaborate with AI engineers to integrate models into scalable production systems. • Work with product teams to shape feature roadmaps and validate model impact. • Stay current on ML/NLP literature, adopt new methods, and assess their applicability. • Mentor junior researchers and contribute to a research portfolio. Required Skills: • Strong background in deep learning for NLP, including transformer architectures and large‑language‑model tuning. • Proven experience with LLMs, prompt engineering, and deployment of conversational agents. • Ability to implement research concepts into production‑grade systems using Python, PyTorch/TensorFlow, and cloud ML platforms. • Strong analytic and experimental design skills; proficiency in metrics, statistical testing, and reproducibility. • Excellent written and verbal communication; fluency in English. • Collaboration mindset: effective with engineers, product managers, designers, and non‑technical stakeholders. • Bonus: experience with AI agent context management, conversational AI, and voice technologies (TTS/STS). Required Education & Certifications: • Bachelor’s (minimum) or Master’s/PhD in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, or related field. • Relevant certifications (e.g., TensorFlow Developer, AWS ML, or equivalent) are a plus but not mandatory.

London, United kingdom

On site

Senior

29-10-2025

Company Name

Zendesk

Job Title

Customer Success Manager

Job Description

Job Title: Customer Success Manager Role Summary: Own end‑to‑end customer success lifecycle for Zendesk SaaS solutions, accelerating product adoption, delivering measurable business outcomes, and advocating customer feedback toward product improvement. Expectations: - Achieve rapid value realization and high Net Promoter Score (NPS) by driving adoption and deepening engagement across all organizational levels. - Maintain proactive health management, resolving adoption barriers and ensuring continuous, outcome‑driven engagement. - Act as internal change agent, collating data‑driven insights and influencing product roadmap. Key Responsibilities: - Lead onboarding, success planning, adoption roadmaps, and outcome reporting for enterprise clients. - Monitor customer health metrics (usage, engagement, NPS, success plan status) and intervene to improve outcomes. - Provide best‑practice guidance, resources, and expertise to accelerate platform usage and ROI. - Collect and prioritize customer feedback; deliver actionable insights to product, engineering, and marketing teams. - Coordinate with sales, support, professional services, renewals, and marketing to align on account strategy. - Conduct regular site visits (≥40% travel) and maintain detailed engagement logs. Required Skills: - 4+ years in Customer Success, Experience, or related enterprise SaaS role. - Deep understanding of customer health frameworks, adoption metrics, and success planning. - Strong interpersonal communication, influencing cross‑functional partners and executive stakeholders. - Proficiency with customer success platforms (e.g., Gainsight, SFCC, HubSpot). - Ability to learn new technologies rapidly and translate them into business value. - Experience in AI‑powered solution adoption and ability to explain AI value to technical/non‑technical audiences. - Demonstrated program/project management skills for multi‑customer portfolios. - Fluency in Spanish preferred. Required Education & Certifications: - Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or related field. - Relevant certifications (e.g., Certified Customer Success Manager, Customer Success Academy, or similar) are a plus.

London, United kingdom

On site

Junior

30-10-2025

Company Name

Zendesk

Job Title

Regional Counsel (North and South EMEA) (French speaker)

Job Description

Job Title Regional Counsel (North and South EMEA) – French speaker Role Summary Provide legal counsel, contract negotiation and compliance support across North and South EMEA regions for a fast‑growing SaaS organization. Act as the primary legal advisor for GTM teams, drafting and finalizing complex commercial agreements, ensuring alignment with corporate policies, and managing the legal implications of emerging AI and data‑protection regulations. Expectations - Deliver rapid, business‑oriented legal advice and draft agreements that balance risk with commercial objectives. - Negotiate and close a high volume of SaaS, partner, and professional services contracts with EMEA customers. - Stay current on AI, data‑privacy, and cyber‑security regulations (DORA, NIS2, EU Data Act, EU AI Act) and advise on their contractual impact. - Collaborate closely with Sales, Finance, Revenue Operations, and Deal Desk to ensure contracts support revenue recognition and financial targets. - Continually improve contract templates, playbooks, CLM workflows and enable GTM teams through training and process enhancements. Key Responsibilities - Serve as the first point of contact for the GTM organization on legal matters, providing rapid, risk‑balanced advice. - Negotiate, draft, and finalize SaaS, partner, and professional services agreements across diverse EMEA customers. - Manage legal aspects of AI‑powered product deployment, including compliance with AI regulations. - Partner with GTM management to align commercial contracts with corporate policies and revenue‑recognition standards. - Recommend and implement enhancements to standard agreements, CLM tools, playbooks, and training materials. - Support company initiatives, special projects, and cross‑regional collaboration within the commercial legal team. Required Skills - Extensive in‑house transactional law experience in B2B SaaS or high‑growth cloud tech. - Proven ability to draft and negotiate complex commercial contracts and handle AI/technology regulatory implications. - Strong knowledge of data‑protection and privacy law (GDPR, cross‑border transfers) and experience negotiating Data Processing Agreements. - Fluency in written and oral French and English; additional European languages a plus. - Technological fluency with LegalTech, CLM systems, Salesforce, DocuSign, and other business tools. - Excellent business judgment, negotiation, communication, and stakeholder management skills. - Ability to work autonomously in a fast‑paced, high‑velocity environment. Required Education & Certifications - Qualified lawyer in France and/or England & Wales (bar admission or equivalent). - Bachelor’s degree in Law or equivalent. - Recognised legal certifications are a plus.

France

Remote

10-11-2025

Company Name

Zendesk

Job Title

AI Specialist, Customer Success (Scaled)

Job Description

**Job Title:** AI Specialist, Customer Success **Role Summary:** Drives adoption and value realization of Zendesk Advanced AI Agents across customer organizations, acting as the product expert and primary AI advisor within the Customer Success ecosystem. Ensures rapid attainment of business outcomes, strengthens account growth, and feeds customer insights into product development. **Expectations:** - Accelerate AI adoption and demonstrate tangible ROI for customers. - Partner cross‑functionally with Success, Professional Services, Product, and Sales to embed AI into overall success planning. - Maintain proactive customer health management and identify expansion opportunities. **Key Responsibilities:** - Serve as day‑to‑day AI product expert, explaining how Advanced AI Agents integrate with Zendesk CRM and other suite products. - Collaborate with Customer Success Managers to plan, onboard, and sustain AI projects, defining success metrics, scopes, and timelines. - Champion customer value through outcome‑driven engagement, maintaining high satisfaction and engagement levels post‑launch. - Gather and prioritize customer feedback, presenting data‑driven insights to Product for future enhancements. - Build and nurture relationships with leadership (C‑suite, IT, CXO) and technical teams; act as a liaison for beta testing and troubleshooting integrations or APIs. - Produce regular internal reporting on adoption, health KPIs, and expansion prospects. - Identify and qualify upsell/cross‑sell opportunities in collaboration with Account Executives. **Required Skills:** - 3+ years in Customer Success, Customer Experience, or related field. - Deep knowledge of AI in customer service, CRM, and integration technologies. - Expertise in customer engagement, outcome‑based planning, and health metric monitoring. - Strong analytical and data‑interpretation abilities. - Excellent verbal and written communication with all stakeholder levels. - Proven ability to collaborate across sales, support, and product teams, and to troubleshoot technical issues. **Required Education & Certifications:** - Bachelor’s degree (or equivalent experience) in Business, Computer Science, or related field. - Certifications in Customer Success, Experience Management, or AI product domains preferred but not mandatory.

London, United kingdom

On site

Junior

11-11-2025