Customer Success Manager

Summary

Join Zappi's growing Customer Success team as a Customer Success Manager! You will be responsible for ensuring customer value extraction from our market research platform, onboarding and training, and acting as a platform expert. Account retention and growth, strong relationship building, and proactive problem-solving are key. You'll be a customer advocate, using data to drive decisions and scale processes. This role requires 3+ years of experience in a similar SaaS role and proficiency in BI and CRM tools. Zappi offers a competitive salary, unlimited vacation, flexible work arrangements, and various other benefits.

Requirements

• 3+ years working within a Customer Success SaaS or equivalent role
• Experience and interest in technology, marketing, market research, consumer insights, and contributing to the growth of large organisations
• Experience managing a complex larger scale book of business comprised of mid market and enterprise customers valued at $3MM-$4MM+
• Proficiency in Business Intelligence (BI) tools like Tableau, Customer Relationship Management (CRM) tools like Salesforce, and/or Customer Success Platforms (CSP) like Gainsight
• 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
• Experience crafting detailed account plans and delivering business reviews
• Comfortable leading deep discovery to identify cross sell and up sell opportunities
• 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
• Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making
• Based in and around Massachusetts and able to travel to visit clients when necessary as well as participate in internal workshops, quarterly business reviews and team offsites

Responsibilities

• Make sure that our customers are extracting the most possible value from our platform and want to use it more for their research needs
• Partner with customers to identify their objectives and achieve their desired outcomes and identify and resolve any blockers to success
• Ensure that customers have a great onboarding experience, quickly achieve return on investment and are regularly trained on the latest and greatest that Zappi has to offer
• 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
• Retain and grow the revenue within your book of business, effectively resolving churn risks and partnering with Sales and Marketing to identify and facilitate opportunities for expansion
• Build strong relationships based on honesty and trust, both with your customers as well as internal stakeholders (Sales, Marketing, Operations, Development)
• Build connections across multiple layers of mid-market and Enterprise organisations
• 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
• Effectively communicate with product, marketing, sales, and engineering to deliver customer centric solutions
• Work creatively to identify opportunities for growth, value and retention
• Assess your customers, understand where their challenges are, and craft a comprehensive plan
• Use data to inform your decision making
• Work strategically, tracking customer health, identifying growth opportunities, and maintaining close tabs on each of your customers as you navigate their customer journey
• Take ownership of and coordinate initiatives that improve our business and the success of our customers
• Articulate a problem and business need, put together a clear and comprehensive plan, and execute against it
• Work cross-functionally and maintain clear communication with stakeholders

Benefits

• Salary range $80,000 - $88,000 USD per annum + 20% commission potential uncapped (OTE) that 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