GTM - Systems Manager

Insight Global is seeking a Senior GTM Systems Manager – Customer Experience for a top SaaS client. This individual will serve as the senior owner of Customer Experience systems, with a heavy focus on Zendesk administration and optimization. The role partners closely with CX, Customer Success, GTM Operations, and Engineering leaders to design scalable workflows, improve agent productivity, and deliver reliable, data‑driven customer experiences. This is a high‑impact role for a Zendesk expert who thrives in fast‑moving, high‑growth environments and can lead both strategically and hands‑on.
Day‑to‑Day

Act as the primary Zendesk administrator and CX systems SME
Design and maintain Zendesk workflows, automations, SLAs, routing logic, and macros
Partner with CX and CS leaders to optimize support and success workflows
Own CX system initiatives end‑to‑end (scoping, configuration, rollout, adoption)
Ensure CX data cleanliness, reporting accuracy, and executive‑level insights
Identify inefficiencies across the support lifecycle and implement tooling improvements
Manage CX tooling vendors and consultants
Establish and enforce system governance and documentation standards
Influence CX tooling roadmap and tech stack decisions
Ensure compliance with data privacy, security, and reporting standards

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Must‑Haves

7+ years in GTM Ops, CX Ops, RevOps, or Business Systems
5+ years hands‑on Zendesk administration in a SaaS environment
Deep expertise in Zendesk workflows, triggers, automations, SLAs, routing, views, and permissions
Experience supporting high‑volume customer support organizations
Proven ability to translate CX business requirements into scalable system solutions
Strong stakeholder management skills with CX, CS, GTM Ops, and Engineering
Experience owning system governance, documentation, and best practices
Ability to operate independently at a senior / P4 level

Experience administering Ada, Loris, Assembled, or similar CX tools
Zendesk reporting, analytics, or BI integration experience
Background supporting both Customer Experience and Customer Success systems
Experience in PLG, sales‑led, or hybrid SaaS environments
Prior vendor management experience (renewals, negotiations, escalations)
Experience mentoring or leading junior systems or operations team members

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.