Principal Customer Success Specialist, Onboarding

Zendesk is hiring a Principal Customer Success Specialist, Onboarding to join our fully remote team in the United States. As a Principal Customer Success Specialist, Onboarding, you'll drive adoption, retention, and growth for our customers. This is a freelance, work-from-home role open to candidates across the US (Remote — US (EST)). About the role You'll drive adoption, retention, and growth for our customers, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Track health metrics and reduce churn • Advocate for customer needs internally • Lead onboarding and ongoing enablement • Identify expansion and renewal opportunities • Own a portfolio of customer accounts What we offer: • 100% remote, work-from-anywhere-in-the-US culture • Home office and wellness stipends • Annual learning and professional development budget • Flexible working hours across US time zones • Comprehensive medical, dental, and vision coverage How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Zendesk is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 7+ years of experience, including leading teams or projects • Excellent communication • Data-driven and organized • Comfort with SaaS products and CRMs • Experience in customer-facing roles Nice to have: • A growth mindset and eagerness to keep learning • Experience working in a fully remote or distributed team