📌 Core Information
🔹 Job Title: Senior Customer Marketing Manager
🔹 Company: Zendesk
🔹 Location: Mexico City, Ciudad de México, Mexico
🔹 Job Type: Hybrid (In-office and Remote)
🔹 Category: Marketing
🔹 Date Posted: 2025-04-23
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site (Mexico City or Mexico State) with hybrid flexibility
🚀 Job Overview
Key aspects of this role include:
- Developing and managing customer story content
- Collaborating with cross-functional teams to support key messages
- Managing approval processes with customers and internal stakeholders
- Improving production processes and tracking systems
ASSUMPTION: This role requires a high level of collaboration and project management skills to balance multiple timelines and stakeholders.
📋 Key Responsibilities
✅ Produce customer story content, including writing briefs, stories, and publishing assets
✅ Manage approval processes with customers and internal stakeholders
✅ Partner with cross-functional teams to support key messages with customer evidence
✅ Collaborate with Communications, Brand, and Content teams to ensure editorial standards and consistency
✅ Write copy to promote customer stories internally
✅ Maintain an editorial calendar and manage customer interview pipeline
✅ Improve existing production processes and tracking systems
ASSUMPTION: This role involves a significant amount of writing and editing, as well as managing multiple projects and deadlines.
🎯 Required Qualifications
Education: BA/BS in Journalism, Marketing, Business, or a related field
Experience: 8+ years of proven experience in developing highly impactful content at a fast-paced US-based SaaS or B2B technology company
Required Skills:
- Excellent English writing and editing capabilities
- Professional proficiency in English
- Exceptional project management, prioritization, and attention to detail
- Knowledge and experience with using marketing and CRM tools
Preferred Skills:
- Experience working with customers in a marketing capacity
- Familiarity with Zendesk products
ASSUMPTION: Candidates should have a strong portfolio showcasing their writing skills and experience in customer marketing or a related field.
💰 Compensation & Benefits
Salary Range: The salary range for this role is MXN 1,200,000 - MXN 1,800,000 annually (USD 60,000 - USD 90,000), based on industry standards for a Senior Marketing Manager in Mexico City.
Benefits:
- Health, dental, and vision insurance
- 401(k) matching
- Generous time off and parental leave policies
- Employee stock purchase plan
- Learning and development opportunities
Working Hours: Full-time (40 hours/week) with a hybrid work arrangement, requiring in-office presence for part of the week.
ASSUMPTION: Salary and benefits information is based on industry standards and may vary depending on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Zendesk operates in the Software Development industry, focusing on customer support and service software.
Company Size: Zendesk has 5,001-10,000 employees, providing ample opportunities for growth and collaboration.
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 to help businesses improve customer relationships
- Zendesk is committed to fostering global diversity, equity, and inclusion in the workplace
Company Specialties:
- Help Desks
- Customer Support
- SaaS
- Customer Community
- Customer Service
Company Website: zendesk.com
ASSUMPTION: Zendesk's commitment to diversity and inclusion creates an environment where employees can thrive and grow.
📊 Role Analysis
Career Level: This role is at the senior level, requiring extensive experience and expertise in customer marketing.
Reporting Structure: The Senior Customer Marketing Manager will report directly to the Head of Customer Marketing.
Work Arrangement: This role follows a hybrid work arrangement, requiring in-office presence for part of the week.
Growth Opportunities:
- Potential to lead and mentor junior team members
- Opportunities to collaborate with cross-functional teams and gain exposure to different aspects of the business
- Possibility to take on additional responsibilities and grow within the marketing department
ASSUMPTION: This role offers ample opportunities for professional growth and development within Zendesk's marketing organization.
🌍 Location & Work Environment
Office Type: Zendesk's Mexico City office is a collaborative and modern workspace designed to foster creativity and productivity.
Office Location(s): Mexico City, Ciudad de México, Mexico
Geographic Context:
- Mexico City is the capital and most populous city in Mexico
- The city offers a vibrant cultural scene, rich history, and diverse culinary experiences
- Mexico City has a subtropical highland climate, with mild winters and warm summers
Work Schedule: The hybrid work arrangement allows for flexibility in scheduling, with in-office presence required for part of the week.
ASSUMPTION: The hybrid work arrangement provides a balance between in-office collaboration and remote work flexibility.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening with the hiring manager
- In-depth interview with the marketing team
- Final interview with the Head of Customer Marketing
Key Assessment Areas:
- Writing and editing skills
- Project management and organizational skills
- Customer engagement and empathy
- Cultural fit and alignment with Zendesk's values
Application Tips:
- Tailor your resume and cover letter to highlight your writing samples and customer marketing experience
- Prepare examples of your work that demonstrate your ability to develop engaging customer stories
- Research Zendesk's products and customer marketing efforts to show your enthusiasm for the role
ATS Keywords: Customer Marketing, Content Development, Storytelling, Writing, Project Management, Customer Engagement, Marketing Software, SaaS
ASSUMPTION: Applicants should focus on demonstrating their writing skills and customer marketing experience throughout the application process.
🛠️ Tools & Technologies
- Marketing and CRM tools (e.g., HubSpot, Marketo, Salesforce)
- Content management systems (e.g., WordPress, Adobe Experience Manager)
- Project management tools (e.g., Asana, Trello, JIRA)
- Collaboration tools (e.g., Slack, Microsoft Teams, Google Workspace)
ASSUMPTION: Familiarity with marketing and project management tools is essential for success in this role.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric
- Empowered
- Connected
- Inclusive
- Fun
Work Style:
- Collaborative and team-oriented
- Adaptable and flexible
- Results-driven and proactive
Self-Assessment Questions:
- Do you have a passion for creating engaging customer stories that resonate with audiences?
- Are you comfortable working with customers and internal stakeholders to manage approval processes?
- Can you thrive in a fast-paced, dynamic work environment with multiple projects and deadlines?
ASSUMPTION: Candidates who align with Zendesk's values and work style are more likely to succeed in this role.
⚠️ Potential Challenges
- Managing multiple projects and deadlines simultaneously
- Balancing customer and internal stakeholder expectations
- Adapting to a hybrid work environment with a mix of in-office and remote work
- Working with customers in different time zones and cultures
ASSUMPTION: These challenges can be overcome with strong project management skills, clear communication, and a customer-centric mindset.
📈 Similar Roles Comparison
- Unlike traditional marketing roles, this position focuses primarily on customer story development and management
- Customer Marketing roles often require a unique blend of marketing, customer service, and project management skills
- This role offers opportunities to work closely with customers and internal stakeholders, providing a unique perspective on customer experience and feedback
ASSUMPTION: Understanding the unique aspects of this role is essential for applicants to determine if it aligns with their career goals and interests.
📝 Sample Projects
- Developing a customer story campaign to highlight Zendesk's impact on a specific industry
- Creating a series of customer testimonial videos to showcase Zendesk's products and features
- Managing a customer interview pipeline to ensure a steady stream of content for marketing campaigns
ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives that the Senior Customer Marketing Manager may undertake in this role.
❓ Key Questions to Ask During Interview
- How does this role fit into the broader marketing strategy for Zendesk?
- What are the most significant challenges facing the customer marketing team, and how can this role help address them?
- How does Zendesk support the professional growth and development of its employees?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Zendesk foster a culture of inclusion and diversity in the workplace?
ASSUMPTION: Asking thoughtful questions demonstrates your interest in the role and provides valuable insights into the company and team dynamics.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your writing samples and customer marketing experience
- Prepare examples of your work that demonstrate your ability to develop engaging customer stories
- Research Zendesk's products and customer marketing efforts to show your enthusiasm for the role
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
