Customer Success Manager - US

PARTALE•California City, CA

14h

About The Position

Data Zoo provides identity verification solutions that enable global financial institutions, payment platforms and fintechs to confidently verify consumers and business identities using a diverse set of authoritative data sources. Data Zoo's direct access to these international data sources and advanced data sequencing presents companies with a global, efficient, and secure alternative to KYC/KYB verification and compliance. Data Zoo is seeking an experienced Customer Success Manager to join our Global Customer Success organization. As part of the organization, you will be responsible for managing a portfolio of our largest and most strategic customers. You will collaborate closely with customers, guiding them through their journey, and ensuring their success with our products and services. This includes managing the end-to-end customer life cycle: driving customer adoption and growth, account health, governance, and retention in partnership with your Account Executives. You are the customer's consultant and trusted partner who can navigate complex business objectives and develop them into Data Zoo champions.

Requirements

3+ years experience in a customer-facing role, preferably in B2B and/or SaaS environments in the Identity Verification, KYC, or AML space.
BA/BS degree in business/technology or comparable experience and 5+ years' experience in customer success.
Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
Knowledge of working in tools like Salesforce, HubSpot and Jira.
Experience with analytical and BI tools like Google Looker Studio and Big Query and proficient in SQL.
Strong oral and written communication skills.
Intellectual curiosity and technical acumen.
Confident in juggling multiple tasks.
Ability to solve complex problems.

Responsibilities

Create value for the customer by knowing, tracking, and managing customer's business objectives tied to Data Zoo solutions.
Know your accounts and their organization structure.
Establish, maintain, and grow senior executive relationships for your accounts.
Partner with Account Executive to develop long-term strategic account plans to identify growth opportunities and upsell potential and ensure client satisfaction and retention.
Drive and track customer adoption of Data Zoo products and services.
Analyze performance data to ensure customer metrics remain at target levels in addition to undertaking constrained optimization analysis.
Measure and report on customer health and proactively identify at risk customers and define escalation and remediation plans. This includes any cross-departmental collaboration as needed.
Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
Take ownership for resolving customer issues. Partner with other internal teams to ensure escalated issues are being resolved in a timely manner.
Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
Adhere to defined CSM processes, metrics, and tools.
Track activities in CRM tools and accurately log outcomes of customer discussions.
Consistently meet or exceed target customer activity metrics and service level objectives.
Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.