Senior GTM Success Manager

ZoomInfo Technologies LLC•Bethesda, MD

12d•$128,000 - $140,000•Hybrid

About The Position

ZoomInfo is seeking a Senior GTM Success Manager for its Customer Success team. The role drives product adoption, retention, and growth by delivering business value and cultivating relationships with strategic customers, including major global companies. The manager owns strategic account partnerships, adoption, and customer success planning; develops and executes account plans; delivers business reviews; and helps customers realize value from ZoomInfo throughout the subscription lifecycle. The role is hybrid and requires working at least three days per week from an office in Waltham, Massachusetts; Bethesda, Maryland; or Vancouver, Washington.

Requirements

At least 8 years of customer success, account management, or sales experience in a competitive SaaS environment.
At least 5 years working with strategic-level accounts.
Strong understanding of go-to-market processes and how Revenue Operations, enablement leaders, sales managers, customer success leaders, and individual contributors work.
Ability to turn complex datasets into clear, business-relevant narratives and actionable recommendations.
Strong analytical and diagnostic skills, including the ability to investigate root causes of customer risk or underperformance.
Excellent communication skills, including issue tracking, triage, and crisis management.
Ability to communicate with internal and external customers and all levels of management.
Ability to explain technical information to non-technical audiences and communicate difficult or sensitive information tactfully.
Commitment to improving customer satisfaction and deepening client relationships.
Self-motivated, collaborative, resourceful team player with ideas for inspiring customer loyalty and adoption.
Ability to work at least three days per week from one of the listed office locations.

Nice To Haves

Experience in solutions consulting, sales engineering, business consulting, or a similar analytical, advisory customer-facing role.
General understanding of sales methodologies and playbooks such as Sandler, Winning By Design, or MEDDIC.
Bachelor’s or master’s degree preferred.

Responsibilities

Act as a proactive advocate for strategic customers within ZoomInfo and the customer base to achieve defined objectives.
Build trusted-advisor relationships with customer stakeholders and executive sponsors to drive adoption and business value.
Analyze usage, adoption, performance, and other customer data to connect ZoomInfo’s value to customer business outcomes.
Conduct business and gap analyses to identify unmet needs, workflow inefficiencies, and underused capabilities, and develop strategies to address them.
Diagnose causes of adoption or performance trends and recommend tailored process, product, or enablement solutions.
Identify customer use cases and business problems, and share relevant best practices.
Manage and nurture accounts to identify and reduce attrition risk.
Partner with internal stakeholders to align account activities with customers’ business cases and strategies.
Maintain customer relationships throughout the subscription lifecycle and support customer success.
Prepare and deliver regular, data-driven business reviews connecting usage trends, ROI, and strategic recommendations for senior stakeholders.
Identify renewal risks and work with internal teams to address them and support successful renewals.
Capture customer feedback and communicate it internally to support improvement of products and services.