Associate Portfolio Success Manager - German speaking

Job Description Role Summary The Associate Success Manager, Onboarding Scaled — German Speaking supports new Zendesk customers through their early onboarding journey, with a focus on German-speaking customers and markets. This role helps customers understand their purchased products, clarify business goals, complete foundational setup milestones, and move toward go-live and early adoption. This role is part of Zendesk’s Scaled Onboarding motion and is designed for customers who benefit from a structured, efficient, and digitally supported onboarding experience. The Associate Success Manager partners with customers during the first stage of their Zendesk journey, using a combination of human guidance, digital resources, Success Plans, and cross-functional coordination to help customers activate their solution and build confidence. The ideal candidate is customer-focused, organized, curious, and comfortable supporting a high-volume book of onboarding customers. They can manage multiple priorities, communicate clearly in German and English, identify blockers early, and help customers take the right next step. Business Justification Zendesk’s Scaled Onboarding team supports a high volume of new customers across regions and segments. As onboarding engagement is increasingly tied to stronger go-live, adoption, and downstream customer outcomes, this role will help improve early customer activation, increase onboarding take rate, reduce no-response and stalled onboarding risk, and support a more consistent Day 1–90 customer journey. This German-speaking role is especially important for supporting regional customer engagement, improving customer experience in German-speaking markets, and reducing friction caused by language coverage gaps across EMEA. This role will support the team’s ability to: Increase early customer engagement and onboarding take rate in German-speaking markets Improve time to first meeting and onboarding responsiveness Drive customers toward 30D / 60D go-live milestones Support foundational product adoption Identify and document risks, blockers, and Services needs Improve Success Plan completion and Core CS handoff quality Scale the onboarding motion through digital and human touchpoints Key Responsibilities Customer Onboarding and Engagement Guide newly signed Zendesk customers through the early onboarding journey, with a focus on German-speaking customers. Conduct onboarding kickoff calls, check-ins, and progress reviews in German and English. Help customers understand their onboarding path, available resources, expected milestones, and next steps. Drive customer engagement through structured outreach, booking follow-up, and no-response recovery actions. Use digital onboarding resources, Journey Orchestrator touchpoints, Success Plans, and enablement content to reinforce customer progress. Success Planning and Goal Alignment Capture customer goals, use cases, success criteria, key stakeholders, and…