Senior Customer Success Manager

Zappi•Boston, MA

78d•$110,000 - $125,000•Hybrid

About The Position

Zappi is seeking a Senior Customer Success Manager to help customers get value from its consumer insights and market research platform. The role focuses on customer outcomes, experience, retention, and growth, partnering with customers to achieve business goals and working cross-functionally to support their success. The position is based in and around Boston, Massachusetts, with customer travel averaging at least once per month, including onsite client visits and participation in internal workshops, quarterly business reviews, and team offsites. The Senior Customer Success Manager owns a complex book of mid-market and enterprise customers, supports onboarding and training, advises users on platform solutions, and identifies and addresses obstacles to adoption and success. The role also contributes to retention and expansion, represents customer needs internally, leads process improvements, and coaches peers. It requires proactive, data-informed account management and strong collaboration with customer and internal stakeholders. The position offers exposure to a growing company and to how major brands use market research. Compensation is $110,000–$125,000 OTE per year, consisting of 80% base salary and 20% uncapped variable bonus. Variable pay becomes eligible after onboarding; salaries are benchmarked annually.

Requirements

At least 5 years of experience in Customer Success and/or Account Management in the Consumer Insights or Market Research space.
Experience managing a complex, large-scale book of mid-market and enterprise customers valued at $5MM or more.
Experience and interest in technology, marketing, market research, consumer insights, and contributing to the growth of large organizations.
Proficiency with business intelligence tools such as Tableau, CRM tools such as Salesforce, and/or customer success platforms such as Gainsight.
Deep knowledge of G-Suite products and tools such as Loom, Gong, ChatGPT, and/or other AI-driven tools.
A proven track record of delivering projects with measurable results, scaling internal processes, and improving business outcomes.
Ability to travel across the United States for customer onsite visits, averaging one or more trips per month.
Comfort working in a SaaS and consumption-based environment.
Experience creating detailed customer success plans and delivering business reviews.
Comfort leading deep discovery to identify cross-sell and up-sell opportunities.
Excellent written and verbal communication skills.
Highly responsive with strong attention to detail.
Ability to collaborate with internal and external stakeholders while also taking ownership of tasks.
A customer-centric approach focused on lasting relationships and positive customer experiences.
Ability to prioritize and deliver results under tight deadlines.
Composure and effective problem-solving and decision-making in high-pressure situations.
Based in and around Boston, Massachusetts, and able to travel to client visits and internal events as needed.
Ability to juggle conflicting priorities, provide responsive customer service, and proactively identify adoption opportunities.

Responsibilities

Partner with customers to understand their objectives, help them achieve desired outcomes, maximize platform value, and identify and resolve blockers.
Coordinate customer onboarding and training with Sales and Implementation so users achieve return on investment quickly and stay informed about platform offerings.
Develop expertise in Zappi’s tools and platform and advise customers on solutions and optimizations that support their business goals.
Retain and grow revenue across a book of business, resolve churn risks, and identify and facilitate expansion opportunities with Sales, Professional Services, and Marketing.
Conduct discovery to identify customer outcomes and cross-sell and up-sell opportunities.
Build trusted relationships with customer contacts and internal stakeholders across multiple organizational levels, including users and executives.
Represent customer needs internally and work with Product, Marketing, Sales, Professional Services, and Engineering on customer-centric solutions.
Help customers adopt and adapt to new ways of working to improve their outcomes.
Proactively assess customer challenges and create plans to support growth, value, and retention.
Use customer data to monitor account health, identify growth opportunities, and guide customer success actions throughout the customer journey.
Own and coordinate initiatives that improve business processes and customer success; define the business need, create a plan, and execute it with clear stakeholder communication.
Coach peers and set a high standard for customer success, including leading process improvements.
Travel to customer sites and participate in internal workshops, quarterly business reviews, and team offsites as needed.

Benefits

Uncapped variable bonus as part of OTE compensation; eligibility begins after onboarding.
Unlimited vacation, with a minimum of at least 20 days per year plus national holidays.
One company-paid mental health day each quarter.
Flexible working arrangements, including remote work unless otherwise specified.
Personal development budget.
Home office setup budget, if appropriate.
Wellbeing benefits and access to trained therapists and counsellors.
Company-paid life, AD&D, short-term disability, and long-term disability coverage.
Health, dental, and vision insurance.
401(k) program available after 90 days, with matching up to 4%.
Coaching, mentorship, and career frameworks for personal development.
Thoughtfully designed offices supporting individual work and collaboration.