Customer Success Manager (Colorado, US)

ZEMA Global Data US, LLC•Greenwood Village, CO

6d•Hybrid

About The Position

As a Customer Success Manager, you will be at the forefront of ensuring our customers maximize the value of ZEMA, driving adoption, satisfaction, and success through proactive relationship management and strategic support.

Requirements

Degree in information systems, Business, Technology or a related field (or equivalent work experience).
7-10 years total professional experience and preferably in customer-facing roles, ideally managing enterprise clients.
Proven track record of driving revenue retention within an existing customer portfolio.
Strong cross functional collaboration (Support, Product, Data, Engineering, Sales) skills to drive customer outcomes.
Ability to deal with ambiguity. Comfortable making decisions with incomplete information, asking the right questions, cutting through noise, and bringing clarity.
Technical aptitude and curiosity. Able to understand customer environments, data workflows, software usage, and integration points.
Skilled at orchestrating retention strategies - analysing customer health signals, usage trends, and risk indicators to create and execute action plans.
Excellent communication and storytelling skills to run effective customer reviews.
Proficiency in CRM and documentation tools (Salesforce, Jira, Confluence, or similar), plus strong Excel/PowerPoint skills.

Nice To Haves

Experience with ZEMA, data analytics platforms, or enterprise SaaS products supporting Energy, Technology, Trading, or Market Data users.
Experience building or improving customer success processes, playbooks, runbooks, or operational frameworks in a scaling or evolving environment.
Exposure to complex enterprise implementations and familiarity with technical concepts (infrastructure, network and application), data and workflow integrations.
Experience working with service delivery frameworks such as ITIL, SOC, ISO, or other governance/security standards.

Responsibilities

Serve as the primary point of contact and trusted advisor for key customers.
Understand customer goals and align ZEMA solutions with their needs.
Conduct regular reviews, focusing on performance, key topics, and thematic opportunities for improvement.
Act as the voice of the customer within ZEMA, collaborating across departments to streamline customer experience, address challenges efficiently, share insights, and drive continuous improvement in products and services licensed by the customers.
Collaborate with customers to establish Success Plans for ZEMA adoption (3-month, 6-month, 1-year plans).
Monitor and promote best practices for using ZEMA products and services.
Identify upsell and cross-sell opportunities to enable expansion
Drive advocacy and implement retention strategies
Lead critical task management during customer onboarding, from implementation to live operation and continued expansion.
Document customer use-cases and maintain runbooks.
Coordinate updates on application changes, upgrades, and patch releases.
Ensure new data, product, and service requirements are continually met
Proactively identify opportunities to increase efficiency and effectiveness.
Escalate customer concerns effectively to internal teams, ensuring resolutions are aligned with the customer’s expectations.
Maintain accurate customer records, including all interactions, using CRM and documentation tools (Confluence, Salesforce, Jira, etc.)
Mentor new hires and assist with onboarding and training.
Step in as a backup for other Customer Success team members as needed.
Collaborate to develop and refine customer success metrics and KPIs, ensuring alignment with overall business objectives.