Senior Content Manager, CX Programs

📌 Core Information

🔹 Job Title: Senior Content Manager, CX Programs

🔹 Company: Zendesk

🔹 Location: Lisbon, Portugal

🔹 Job Type: Hybrid (Partially Remote)

🔹 Category: Customer Success & Support

🔹 Date Posted: June 6, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Hybrid (Requires in-office presence)

🚀 Job Overview

Key aspects of this role include:

• Strategic content planning and management for Customer Success Managers (CSMs)
• Collaboration with cross-functional teams to create engaging, accurate, and up-to-date product content
• Content delivery across various digital channels and platforms
• Measurement and optimization of content effectiveness
• Support for leadership with strategic insights and competitive intelligence

ASSUMPTION: This role requires a balance of strategic thinking, project management, and strong communication skills. The ideal candidate will have experience in customer success, product marketing, or digital engagement functions.

📋 Key Responsibilities

✅ Own end-to-end content strategy for product and value enablement targeted at CSMs and customer-facing teams

✅ Build and improve a comprehensive content library for customer facing content, integration with playbooks and campaigns, email templates

✅ Collaborate closely with Product Management, Marketing and Customer Success teams to curate accurate, up-to-date, and compelling product content aligned with customer journeys and success metrics

✅ Manage the production and delivery of multi-format content (written, video, interactive) for use in CSM engagements, webinars, digital newsletters, and email campaigns

✅ Ensure content is scalable, easily accessible, and optimized for digital distribution channels and cross-functional teams

✅ Partner directly with CX Strategy & Operations around automation and tooling, specifically Seismic and Gainsight integration to build a best-in-class content experience

✅ Measure content effectiveness and make data-driven recommendations for continuous improvement based on usage analytics and feedback from CSMs and customers

✅ Empower training and enablement sessions for CSMs on new content offerings and best practices for customer engagement

✅ Maintain alignment with corporate branding, messaging frameworks, and compliance standards across all content

✅ Support leadership with strategic insights to inform product positioning and go-to-market initiatives based on customer success trends and competitive intelligence

✅ Where applicable, oversee localization and regional market alignment to maximize the global impact of deliverables

ASSUMPTION: This role requires a high level of collaboration and coordination with various teams. The ideal candidate will be comfortable working in a dynamic, cross-functional environment.

🎯 Required Qualifications

Education: Bachelor's degree in Marketing, Communications, or a related field (or equivalent experience)

Experience: 5+ years experience in program or content management, preferably within customer success, product marketing, or digital engagement functions

Required Skills:

• Proven ability to create, manage, and deliver customer-facing content that drives adoption and value realization
• Strong project management skills with a track record of successfully managing cross-functional content programs
• Expertise with content development tools and digital platforms including webinar tools, video production, CMS, and email campaign software
• Excellent written and verbal communication skills, with the ability to translate complex product information into clear, engaging narratives tailored for CSMs and customers
• Strategic thinker with a customer-centric mindset and ability to balance detail orientation with big-picture goals
• Experience with CX/CS/Content tools such as Sesimic, Gainsight, Salesforce, Zendesk, Gong desirable
• Ability to thrive in a fast-paced and collaborative environment with a focus on continuous innovation and improvement

Preferred Skills:

• Fluency in additional languages
• Experience with localization and regional market alignment

ASSUMPTION: Given the hybrid nature of this role, the ideal candidate will be comfortable working in both an office environment and remotely.

💰 Compensation & Benefits

Salary Range: €60,000 - €80,000 per year (Based on market research and company size)

Benefits:

• Health, dental, and vision insurance
• Retirement savings plan with company match
• Generous time off (vacation, sick, and holidays)
• Employee stock purchase plan
• Professional development opportunities

Working Hours: Full-time (40 hours per week), with flexible hours and remote work options

ASSUMPTION: The salary range provided is an estimate based on market research and company size. Actual compensation may vary based on factors such as skills, experience, and performance.

📌 Applicant Insights

🔍 Company Context

Industry: Zendesk operates in the Software Development industry, focusing on customer service and engagement solutions

Company Size: Zendesk is a mid-sized company with 5,001-10,000 employees, offering a structured yet flexible work environment

Founded: Zendesk was founded in 2007 and has since grown to become a global leader in customer experience software

Company Description:

• Zendesk provides a customer service and engagement platform that scales with customers' needs
• The company offers a suite of products that enable businesses to take their customer service online
• Zendesk is committed to fostering global diversity, equity, and inclusion in the workplace

Company Specialties:

• Help Desks
• Customer Support
• SaaS
• Customer Community
• and Customer Service

Company Website: https://www.zendesk.com

ASSUMPTION: Zendesk's focus on customer experience and engagement makes it an ideal place for professionals seeking to grow in these areas.

📊 Role Analysis

Career Level: This role is at the senior level, offering opportunities for strategic decision-making and leadership

Reporting Structure: The Senior Content Manager reports directly to the Director of Digital Programs and Customer Success

Work Arrangement: This role follows a hybrid work arrangement, requiring in-office presence for part of the week

Growth Opportunities:

• Potential advancement to a leadership role within the Customer Success or Content Management teams
• Expansion into other areas of the business, such as Product Management or Marketing
• Opportunities to work on high-impact projects and initiatives

ASSUMPTION: Given Zendesk's focus on employee growth and development, this role offers numerous opportunities for professional advancement.

🌍 Location & Work Environment

Office Type: Zendesk's Lisbon office is a modern, collaborative workspace designed to foster productivity and creativity

Office Location(s): 9, Straits View, Marina One West Tower #10-08, Singapore 018937

Geographic Context:

• Lisbon is a vibrant, multicultural city with a high quality of life
• The city offers a mix of historical and modern attractions, as well as a thriving food and nightlife scene
• Lisbon has a mild Mediterranean climate, with warm, dry summers and cool, wet winters

Work Schedule: The hybrid work arrangement allows for flexibility in scheduling, with the ability to work remotely for part of the week

ASSUMPTION: The ideal candidate for this role will be comfortable working in a dynamic, international environment and enjoy the benefits of living in a multicultural city.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the hiring manager
• In-depth interview with the hiring manager and cross-functional team members
• Final interview with the Director of Digital Programs and Customer Success

Key Assessment Areas:

• Strategic thinking and problem-solving skills
• Communication and collaboration abilities
• Content creation and management expertise
• Adaptability and cultural fit

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare examples of your content creation and management work to showcase during the interview
• Research Zendesk's company culture and values to demonstrate your fit for the organization
• Follow up with the hiring manager after the interview to express your interest in the role

ATS Keywords: Content Management, Project Management, Customer Engagement, Digital Campaigns, Content Development, Communication Skills, Strategic Thinking, Collaboration, Analytics, Training, Localization, Branding, Automation, Video Production, Email Campaigns, Customer Success

ASSUMPTION: Given Zendesk's focus on diversity, equity, and inclusion, candidates from diverse backgrounds are encouraged to apply.

🛠️ Tools & Technologies

• Content development tools (e.g., webinar tools, video production software, CMS, email campaign software)
• Customer success and engagement platforms (e.g., Zendesk, Salesforce, Gainsight)
• Project management tools (e.g., Asana, Trello, Jira)

ASSUMPTION: The ideal candidate will have experience with a variety of content development tools and platforms, as well as a willingness to learn new technologies as needed.

👔 Cultural Fit Considerations

Company Values:

• Customers First
• Innovation
• Collaboration
• Inclusion
• Integrity

Work Style:

• Dynamic and fast-paced
• Collaborative and cross-functional
• Focused on continuous improvement and innovation

Self-Assessment Questions:

• Do you thrive in a fast-paced, collaborative environment?
• Are you comfortable working with a diverse range of teams and stakeholders?
• Do you have a customer-centric mindset and a passion for creating engaging, high-quality content?

ASSUMPTION: Zendesk's focus on innovation, collaboration, and inclusion makes it an ideal place for professionals seeking a dynamic, diverse work environment.

⚠️ Potential Challenges

• The fast-paced nature of the role may require adaptability and flexibility
• The hybrid work arrangement may present challenges in terms of communication and collaboration
• The need to balance strategic thinking with tactical execution may require strong organizational skills
• The role may require occasional travel for meetings and events

ASSUMPTION: The ideal candidate for this role will be comfortable working in a dynamic, fast-paced environment and be able to balance strategic thinking with tactical execution.

📈 Similar Roles Comparison

• This role differs from other content management positions in its focus on customer success and engagement
• Unlike traditional content management roles, this position requires a strong understanding of customer success metrics and trends
• Career progression in this role may lead to leadership positions within the Customer Success or Content Management teams

ASSUMPTION: This role offers a unique opportunity for professionals seeking to grow in the customer success and engagement space.

📝 Sample Projects

• Developing a comprehensive content library for customer-facing content, integrated with playbooks and campaigns
• Creating engaging, up-to-date product content tailored to CSMs and customer-facing teams
• Managing the production and delivery of multi-format content for use in CSM engagements, webinars, digital newsletters, and email campaigns

ASSUMPTION: The ideal candidate for this role will have experience with similar projects and be able to demonstrate their ability to create and manage high-quality content.

❓ Key Questions to Ask During Interview

• Can you describe the typical workflow for content creation and delivery in this role?
• How does this role collaborate with other teams, such as Product Management and Marketing?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does Zendesk support the professional growth and development of its employees?
• What are the key challenges facing the Customer Success team, and how can this role help address them?

ASSUMPTION: The ideal candidate for this role will be curious and proactive, seeking to understand the nuances of the position and the organization.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare examples of your content creation and management work to showcase during the interview
• Research Zendesk's company culture and values to demonstrate your fit for the organization
• Follow up with the hiring manager after the interview to express your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.