Senior Customer Success Manager

Zappi•Boston, MA

1d•$110,000 - $125,000•Remote

About The Position

At Zappi we take pride in helping some of the world's most influential companies transform the way they approach insights. We’re developing tools and programs around them that allow our customers to be more proactive and strategic in the way they test and learn. Ultimately, helping them in creating more effective advertising and launching more successful products. The Customer Success team at Zappi is growing! We are looking for a Senior Customer Success Manager who is passionate about delivering outstanding value to their customers. You will have empathy for our customers, a passion for advocating for them internally and will thrive on partnering with them to deliver on their business goals. You focus on value extraction, customer experience, retention, and working cross functionally to deliver success and growth to our customers and Zappi.

Requirements

5+ years working in Customer Success and/or Account Management roles within the Consumer Insights or Market Research space.
Experience and interest in technology, marketing, market research, consumer insights, and contributing to the growth of large organizations
Experience managing a complex larger scale book of business comprised of mid market and enterprise customers valued at $5MM+
Proficiency in Business Intelligence (BI) tools like Tableau, Customer Relationship Management (CRM) tools like Salesforce, and/or Customer Success Platforms (CSP) like Gainsight
Deep knowledge of all G-Suite products as well as other tools like Loom, Gong, ChatGPT, and/or other AI driven tools
You have proven track of record completing projects with measurable results, scaling internal process and improving business outcomes
Ability to travel across the United States to support customer on-site visits on average one or more times per month
Comfortable working in a SaaS and consumption based environment
Experience crafting detailed customer success plans and delivering business reviews
Comfortable leading deep discovery to identify cross sell and up sell opportunities
Excellent written and verbal communication skills to ensure clear and impactful interactions with customers and stakeholders
Highly responsive while maintaining attention to detail
Strong team player, able to collaborate with internal and external stakeholders and also able to take ownership of tasks
Able to prioritize a customer-centric approach, aiming to foster lasting relationships and positive customer experiences
Comfortable working with tight deadlines while delivering results that contribute to overall objectives
Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making
Based in and around Boston, Massachusetts and able to travel to visit clients when necessary as well as participate in internal workshops, quarterly business reviews and team offsites. Expectation of customer travel is a minimum of once per month on average.

Responsibilities

Customer Value – As a Senior Customer Success Manager, your #1 goal will be to make sure that our customers are extracting the most possible value from our platform and want to use it more for their research needs. You will partner with customers to identify their objectives and achieve their desired outcomes and identify and resolve any blockers to success.
Customer Onboarding and Training – Working closely with the Sales and Implementation team, you will be responsible for ensuring that users achieve return on investment quickly and are regularly trained on the latest and greatest that Zappi has to offer.
Tool/Platform Expert – You will need to be an expert on all of our tools and our platform so that you can advise customers on the best possible solutions and optimisations to achieve their business goals, and enable users from all areas of the customer’s org.
Account Retention and Growth - You will retain and grow the revenue within your book of business, effectively resolving churn risks and partnering with Sales, Professional Services, and Marketing to identify and facilitate opportunities for expansion. You are able to drive deep discovery to surface cross-sell and up-sell opportunities centered around driving customer outcomes.
Relationship Building- In order to be successful within the role, it will be crucial that you build strong relationships based on honesty and trust, both with your customers as well as internal stakeholders (Sales, Marketing, Professional Services, Product). You will build connections across multiple layers of mid-market and Enterprise organisations. You are also comfortable managing user and executive relationships across your customer organizations.
Customer Advocate - You will need to represent the voice of our customers within our organisation so that we are building and moving in the direction that will give the customer greater value. You will effectively communicate with product, marketing, sales, professional services, and engineering to deliver customer-centric solutions.
Change agent - We are market disruptors, which means our CSMs must be effective change agents. You bring customers along new ways of working, helping them adopt, adapt, and evolve so they — and their organizations - become more successful as a result.
Proactive Mindset - As you navigate your book of business, you will need to be able to work creatively to identify opportunities for growth, value and retention. These proactive solutions require creative problem solving and a desire to think “outside of the box”. You will be able to quickly assess your customers, understand where their challenges are, and craft a comprehensive plan for them.
Data Driven - As a company that revolves around data, we expect our team members to be comfortable using data to inform your decision making. You understand how to work strategically, tracking customer health, identifying growth opportunities, and maintaining close tabs on each of your customers as you navigate their customer journey. Data is a tool you can use effectively to drive your proactive motions.
Process Scaling - You know how to take ownership of and coordinate initiatives that improve our business and the success of our customers. You can articulate a problem and business need, put together a clear and comprehensive plan, and execute against it. You know how to work cross-functionally and maintain clear communication with stakeholders.
Team Coaching - We expect our Senior Customer Success Managers to set a tone of excellence across our global team. They are responsible for some of our largest customers and have the opportunity to lead large process improvements. They work to elevate their peers by offering peer coaching while setting an example of what a great CS team member should be.

Benefits

Salary range $110,000 - $125,000 USD OTE per annum (consists of 80% base salary + 20% variable bonus which is uncapped). Variable pay is eligible after onboarding. Salaries are benchmarked annually.
Unlimited vacation time – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
One company-paid mental health day each quarter. These are pre-scheduled, so the entire company can take the same days off regularly to reset
Flexible working arrangements, including remote (unless otherwise specified)
Thoughtfully designed offices to support both individual work and collaboration without interrupting others
Personal development budget – each year we allocate funds for our team members to further develop their skills that will benefit our business and customers
Budget to support setting up your home office, if appropriate (chair + desk, etc)
Wellbeing benefits and access to trained therapists / counsellors
Company paid Life, AD&D, Short term & Long term disability
Immediate access to Zappi's Health, Dental and Vision Insurance Plan
Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
Tailored personal development through coaching, mentorship and career frameworks