Engagement Manager
Hybrid · London, England, United Kingdom
Job Summary
Engagement Manager at Zendesk responsible for leading onboarding and end-to-end implementation for newly signed customers, delivering projects on time and within scope, coordinating cross-functional teams (Engineering, Product, Sales, Customer Success, Professional Services), managing risk and changes, tracking KPIs, and advising on best practices, integrations, and configurations to maximize customer ROI and product adoption. Must bring 5+ years in SaaS implementations or customer success, strong communication to technical and executive audiences, and hands-on experience with APIs, integrations, and common PM tools; Bachelor's degree required; PMP/PRINCE2/CSM preferred. Hybrid work model with global offices and remote flexibility.
Required Qualifications
- Bachelor’s degree in Business, Computer Science, Information Technology, or equivalent practical experience
- 5+ years’ relevant experience in SaaS implementation, program management, or customer success
- Proven track record owning end-to-end implementation lifecycles and coordinating cross-functional teams
- Strong written and verbal communication skills; experience interfacing with both technical and executive stakeholders
- Technical fluency with APIs, integrations, and common software architecture concepts
- Solid project management skills and familiarity with tools such as Jira, Asana, or MS Project; experience with Agile or hybrid delivery methods
- Experience measuring adoption and business outcomes and using data to drive post-implementation improvements
- Project management certification (PMP, PRINCE2, Certified ScrumMaster) or equivalent
- Experience with customer support or CRM platforms (e.g., Zendesk, Salesforce) and common integrations
- Familiarity with emerging AI trends and practical experience applying AI/automation to improve workflows or customer outcomes
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