Job Details

Overview

Zendesk's Digital CX team is building the future of how customers connect, learn, and grow with Zendesk. We serve thousands of active users, including customers, partners, and prospects, who exchange knowledge and shape the future of customer experience.

We're looking for a strategic, customer-obsessed Senior Manager of Community Programs to own our most important community initiatives. This is a high-visibility, business-critical role with measurable impact on retention, growth, advocacy, and value realization. You will shape a large-scale, global community function and work with senior leaders across Product, Marketing, and CX.

What You'll Do

• Lead with vision. Own and scale Zendesk's global community strategy, ensuring programs contribute to priorities around retention, adoption, advocacy, and growth.
• Build our Super User movement. Establish and operationalize a global Super User program that recognizes, nurtures, and empowers top contributors — turning expertise into advocacy and impact.
• Shape the roadmap. Define and manage the Community team's roadmap, align with Digital CX and enterprise goals, and share readouts with executives to highlight impact.
• Elevate programs. Oversee community programming, including online forums and user groups, global events and meetups, product feedback channels, and content, recognition, and advocacy initiatives.
• Lead a high-performing team. Develop and mentor a team of Community specialists and engagement managers, create career pathways, competency models, and success metrics.
• Drive cross-functional collaboration. Partner with Product, Marketing, CX, and Social teams to amplify community voices and surface customer insights.
• Innovate continuously. Modernize community methodology with AI and digital engagement trends.
• Prove impact. Measure engagement, health, and business impact of programs and use insights to influence strategy.

What You Bring

• Strategic leadership: 5+ years in senior Community roles, ideally in B2B SaaS, with a track record of scaling programs globally.
• People leadership: 3+ years leading remote and distributed teams.
• Cross-functional influence: Ability to partner with Product, Marketing, and CX and communicate insights to senior executives.
• Operational rigor: Experience building roadmaps, executing with discipline, and measuring outcomes via clear KPIs.
• Customer-first mindset: Passion for building meaningful digital experiences and amplifying customer voices.
• Excellent communicator: Skilled at tailoring messaging to diverse audiences.
• Adaptability: Comfortable navigating multiple projects and a fast-paced, global environment.

Compensation

The US annualized base salary range for this position is $134,000.00-$202,000.00. This position may also be eligible for bonus, benefits, or related incentives. Offers are based on job-related capabilities and experience. Compensation details listed reflect base salary; bonuses and benefits are not included here.

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 is committed to a fulfilling and inclusive experience. Our hybrid work model enables collaboration in person at Zendesk offices worldwide while allowing remote work part of the week. We strive for fairness and transparency in screening, and we may use AI or automated decision systems in accordance with Company guidelines and applicable law. We are an AA/EEO/Veterans/Disabled employer. For information about EEO rights under the law, please see our resources.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities. If you require accommodations during the application process, please email your request to ...@zendesk.com.

Seniority level

• Director

Employment type

• Full-time

Job function

• Project Management and Information Technology

Industries

• Software Development

Referrals increase your chances of interviewing at Zendesk. We're unlocking community knowledge with the help of AI to add insights to articles.