Senior Content Manager, CX Programs

📌 Core Information

🔹 Job Title: Senior Content Manager, CX Programs

🔹 Company: Zendesk

🔹 Location: Austin, Texas, United States

🔹 Job Type: Full-Time, Hybrid

🔹 Category: Software Development

🔹 Date Posted: June 5, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site (Hybrid)

🚀 Job Overview

Key aspects of this role include:

• Developing and managing content strategy for product and value enablement targeted at Customer Success Managers (CSMs).
• Collaborating with cross-functional teams to create and maintain impactful content that drives customer engagement and success metrics.
• Managing the production and delivery of multi-format content for various channels, including CSM engagements, webinars, digital newsletters, and email campaigns.
• Ensuring content is scalable, easily accessible, and optimized for digital distribution channels and cross-functional teams.
• Partnering with CX Strategy & Operations to build a best-in-class content experience using tools like Seismic and Gainsight.

ASSUMPTION: This role requires a strategic thinker with strong project management skills and expertise in content development tools to succeed.

📋 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, and more.

✅ 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 communication with various teams to ensure content is accurate, engaging, and effective.

🎯 Required Qualifications

Education: Bachelor's degree in a related field (e.g., Communications, Marketing, or English).

Experience: 5+ years of 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 for localization and regional market alignment.
• Experience with automation and tooling for content management and delivery.

ASSUMPTION: While not explicitly stated, proficiency in using relevant content development tools and digital platforms is crucial for success in this role.

💰 Compensation & Benefits

Salary Range: The US annualized base salary range for this position is $113,000.00-$169,000.00. This range reflects the minimum and maximum value for new hire salaries for the position across all US locations. The offer for the successful candidate for this position will be based on job-related capabilities, applicable experience, and other factors such as work location.

Benefits:

• Health, dental, and vision insurance
• 401(k) matching
• Paid time off (vacation, sick, and holidays)
• Employee stock purchase plan
• Professional development opportunities
• And more, as listed on the Zendesk careers page

Working Hours: This role requires working standard business hours, with some flexibility for collaboration with global teams.

ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles at Zendesk's size and location. Benefits may vary based on the employee's location and other factors.

📌 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, providing ample opportunities for collaboration and growth.

Founded: Zendesk was founded in 2007, with a strong focus on customer experience and exceptional service.

Company Description:

• 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.

Company Specialties:

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

Company Website: www.zendesk.com

ASSUMPTION: Zendesk's focus on customer experience and exceptional service makes it an attractive employer for candidates seeking a customer-centric work environment.

📊 Role Analysis

Career Level: This role is at the senior level, offering opportunities for growth and leadership within the content management function.

Reporting Structure: The Senior Content Manager, CX Programs will report directly to the Director of CX Programs and collaborate closely with various cross-functional teams.

Work Arrangement: This role is a hybrid position, requiring employees to attend the local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

Growth Opportunities:

• Potential to expand the role's scope and impact as the company grows and evolves.
• Opportunities to mentor junior team members and develop leadership skills.
• Chance to work on high-impact projects and initiatives that drive customer success and engagement.

ASSUMPTION: This role offers strong growth potential for candidates looking to advance their careers in content management and customer success.

🌍 Location & Work Environment

Office Type: Zendesk's Austin office is a modern, collaborative workspace designed to foster connection, collaboration, learning, and celebration.

Office Location(s): 989 Market St, San Francisco, California 94103, US (Headquarters); 25 West Main Street, Madison, Wisconsin 53703, US; Snaregade 12, Kobenhavn K, Capital Region 1205, DK; 30 Eastbourne Terrace, London, England W2 6LA, GB; 5th Ave, Taguig City, National Capital Region, PH; 9, Straits View, Marina One West Tower #10-08, Singapore, Singapore 018937, SG; Rua Oscar Freire 585, São Paulo, SP 01426-001, BR; 7/395 Collins St, Melbourne, Victoria 3000, AU; 385 Avenue Viger O, Montreal, Quebec H2Z 0C2, CA; Strawinskylaan 4117, Amsterdam, North Holland 1077 ZX, NL; Marii Konopnickiej 29, 30-32, Kraków, Poland, PL

Geographic Context:

• Austin, Texas, is a vibrant, growing city with a strong tech industry and a high quality of life.
• The city offers a mix of urban and suburban living options, with a diverse range of neighborhoods to choose from.
• Austin has a humid subtropical climate, with mild winters and hot summers.

Work Schedule: This role follows a hybrid work arrangement, with employees required to attend the local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

ASSUMPTION: The hybrid work arrangement offers candidates the best of both worlds – the opportunity to collaborate and connect with colleagues in person, along with the flexibility to work remotely for part of the week.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the hiring manager
• In-depth interview with the hiring team, including behavioral and scenario-based questions
• Final interview with the Director of CX Programs
• Background check and offer extension

Key Assessment Areas:

• Content strategy and development skills
• Project management and cross-functional collaboration
• Communication and presentation skills
• Customer-centric mindset and strategic thinking
• Technical proficiency with content development tools and digital platforms

Application Tips:

• Tailor your resume and cover letter to highlight your relevant content management and customer success experience.
• Be prepared to discuss your approach to content strategy, development, and delivery in the interview.
• Showcase your ability to work effectively with cross-functional teams and manage projects from start to finish.
• Demonstrate your understanding of Zendesk's products and customer success focus.

ATS Keywords: Content Management, Customer Success, Product Marketing, Digital Engagement, Content Development, Project Management, Customer Experience, Customer Engagement, Cross-Functional Teams, Collaboration, Strategic Thinking, Customer-Centric Mindset, Content Strategy, Customer Journey Mapping, Customer Success Metrics, Customer-Facing Content, Multi-Format Content, Webinar Tools, Video Production, CMS, Email Campaign Software, Seismic, Gainsight, Zendesk, Gong

ASSUMPTION: Zendesk's interview process is designed to assess candidates' technical skills, strategic thinking, and cultural fit within the organization.

🛠️ Tools & Technologies

• Content development tools and digital platforms (webinar tools, video production, CMS, email campaign software)
• CX/CS/Content tools such as Sesimic, Gainsight, Salesforce, Zendesk, Gong
• Project management and collaboration tools
• Analytics and reporting tools

ASSUMPTION: The specific tools and technologies required for this role may evolve over time as Zendesk continues to invest in and adopt new technologies to improve its customer experience offerings.

👔 Cultural Fit Considerations

Company Values:

• Customers First
• Focus on the Outcome
• Do the Right Thing
• Be Nimble
• Act Like an Owner
• Be Genuine

Work Style:

• Collaborative and cross-functional
• Customer-centric and data-driven
• Agile and adaptable
• Focused on continuous improvement
• Open and transparent communication

Self-Assessment Questions:

• How do you balance detail orientation with big-picture goals in your content strategy and development process?
• How do you ensure your content is engaging, accurate, and effective for both CSMs and customers?
• How do you approach collaborating with cross-functional teams to create and maintain impactful content that drives customer success and engagement?

ASSUMPTION: Zendesk's cultural values emphasize a customer-centric mindset, strategic thinking, collaboration, and continuous improvement, making it an attractive employer for candidates seeking a dynamic, growth-oriented work environment.

⚠️ Potential Challenges

• Managing a high volume of content and ensuring its accuracy, relevance, and timeliness across various channels and customer segments.
• Balancing the need for scalability and accessibility with the desire for personalized, tailored content experiences.
• Keeping up with the fast-paced evolution of customer success trends, competitive intelligence, and industry best practices.
• Navigating a hybrid work arrangement, balancing in-office collaboration with remote work flexibility.

ASSUMPTION: These challenges can be overcome with strong project management skills, strategic thinking, and a customer-centric mindset, making them opportunities for growth and development rather than barriers to success.

📈 Similar Roles Comparison

• Unlike traditional content management roles, this position focuses specifically on customer success and engagement content, requiring a deep understanding of customer journeys and success metrics.
• While similar roles may focus on content creation or delivery, this role encompasses the entire content lifecycle, from strategy and development to measurement and improvement.
• Career progression in this role may lead to leadership positions within content management, customer success, or related functions, depending on the candidate's interests and skills.

ASSUMPTION: This role offers a unique blend of content management, customer success, and strategic thinking, making it an attractive opportunity for candidates seeking to advance their careers in these areas.

📝 Sample Projects

• Developing and implementing a comprehensive content strategy for a new product launch, including customer journey mapping, success metrics, and content delivery channels.
• Managing the localization and regional market alignment of customer-facing content to maximize global impact and engagement.
• Creating and delivering a series of training sessions for CSMs on new content offerings and best practices for customer engagement, with a focus on driving adoption and value realization.

ASSUMPTION: These sample projects illustrate the strategic, collaborative, and customer-centric nature of the content management responsibilities in this role.

❓ Key Questions to Ask During Interview

• Can you describe the current content landscape for CSMs and customer-facing teams, and how this role will help shape its evolution?
• How does the content team collaborate with Product Management, Marketing, and Customer Success to ensure our content is accurate, engaging, and effective?
• What are the key priorities for this role in the first 30, 60, and 90 days, and how will my work contribute to Zendesk's broader goals and objectives?
• How does Zendesk support the professional development and growth of its content management team members?
• What are the most rewarding and challenging aspects of working in a hybrid environment, and how does Zendesk foster a positive and productive work culture in this setting?

ASSUMPTION: Asking these questions demonstrates your interest in understanding the role's strategic impact, cross-functional collaboration, and growth opportunities, as well as your commitment to a positive and productive work environment.

📌 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 content management and customer success experience, as well as your strategic thinking and project management skills.
• Prepare for the interview by researching Zendesk's products, customer success focus, and company culture.
• If selected for an in-depth interview, be ready to discuss your approach to content strategy, development, and delivery, as well as your ability to work effectively with cross-functional teams.
• Follow up with the hiring manager within one week of your interview to express your appreciation for the opportunity and reiterate your interest in the role.

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