Manager, GTM Customer Success

ZoomInfo Technologies LLC•Waltham, MA

7d•$155,000 - $175,000•Hybrid

About The Position

ZoomInfo is seeking an experienced, energetic, and innovative Senior Manager of Strategic GTM Success to help set strategy for the teams responsible for delivering a frictionless customer experience with ZoomInfo’s go-to-market solutions. The role manages and develops Strategic GTM Success Managers, coaching them on strategic account planning, ROI quantification, demonstrating business impact, and executive-level customer engagement. It also identifies changes that improve operational and organizational efficiency and develops strategic partnerships with customers and internal teams to provide insight, influence the product roadmap, and maximize the end-to-end customer experience. This hybrid position requires working at least three days per week from an office in Waltham, Massachusetts; Bethesda, Maryland; or Vancouver, Washington. The US base salary range is $155,000 to $175,000, plus variable compensation, equity, and benefits. Actual compensation depends on factors including location, qualifications, skills, experience, and training.

Requirements

At least five years of experience managing Customer Success teams at a B2B SaaS or technology company, specifically supporting Enterprise and Strategic accounts.
Experience coaching teams to engage customers consultatively, understand business priorities, and provide recommendations tied to measurable outcomes.
Experience in solutions consulting or a similar advisory environment, or demonstrated success coaching teams to use a solutions-oriented approach in customer conversations.
Ability to translate complex data sets into clear, business-relevant stories and actionable recommendations for teams, customers, and stakeholders.
Strong analytical and diagnostic skills, including the ability to investigate customer data and identify root causes of risk or underperformance.
Ability to understand and articulate complex data products, integrations, and technical workflows.
Strong track record collaborating with Account Management or Sales teams on revenue expansion and account strategy.
Proven ability to develop and coach teams on VP-level and above engagement strategies and C-suite communication.
Technical proficiency with technologies ZoomInfo integrates with, including SFDC, Marketo, HubSpot, Eloqua, Outreach, SalesLoft, and Dynamics.
Ability to operate with high energy and flexibility in a fast-paced, constantly evolving team environment.
Strong communication, presentation, and relationship management skills.
Proven leadership skills, including partnering with organizational leaders and direct reports.

Nice To Haves

Experience in data or intelligence, revenue operations, or enterprise software.
Experience with go-to-market data platforms, ABM solutions, or revenue intelligence tools.

Responsibilities

Manage approximately six Strategic GTM Success Managers who guide the company’s highest-value customers in achieving their go-to-market initiatives.
Own the complete customer success experience for the Strategic Success team, strive to exceed service levels, and act as an escalation point for customer issues.
Coach GTM Success Managers to take a consultative approach by understanding customer goals and use cases, diagnosing challenges, and connecting ZoomInfo capabilities to business outcomes.
Communicate company and organizational goals clearly to the team and hold team members accountable for objectives and performance metrics.
Partner with Sales and Account Management on account strategy, upsell and cross-sell motions, and revenue expansion opportunities.
Introduce innovative concepts to improve the customer experience.
Measure, achieve, and communicate agreed-upon key performance indicators, and address customer experience outliers in real time.
Provide GTM and Product teams with feedback on business opportunities and product innovations based on customer interactions.