Senior Customer Success Manager

Summary

Join Zeotap as a Customer Success Manager and lead a portfolio of customers, ensuring their long-term commitment. You will be responsible for driving customer satisfaction, adoption, expansion, and renewals. Collaborate with sales leadership to develop and execute go-to-market strategies, exceeding annual targets. Identify expansion and renewal opportunities, define value propositions, and work with the global CSG leader to resolve issues. Report on pre-sales and install base activity to the Head of Customer Success. This role directly impacts Zeotap's growth, requiring masterful internal and external engagement, and close collaboration with the Zeotap ecosystem.

Requirements

• Broad-based business and technology expertise with 10+ years of experience leading a portfolio of customers delivering software-based business solutions to a wide variety of digital marketing organizations with a proven track record of expanding and renewing accounts
• Possess a high EQ and ability to lead with positive influence and exhibit leadership qualities that inspire collaboration and trust to execute Zeotap’s global Customer Success strategy
• Native or Professional fluency in German and English
• Located in Germany, United Kingdom or Mainland Spain

Responsibilities

• Be an inspirational Customer Success professional that creates a vibrant, inclusive culture
• Partner with customers and internal stakeholders to drive consensus on mutual success
• Build, cultivate and maintain high-performing customers, establish new objectives, coach for success and manage joint-selling and success initiatives
• Adhere to Zeotap’s company, privacy and information security policies and procedures
• Collaborate with multiple cross-functional stakeholders, including sales, marketing, product, and operations
• Interact regularly with senior-level leaders and the ELT to ensure GTM objectives are met
• Maintain a deep understanding of Zeotap technology and articulate Zeotap propositions
• Increase awareness of the entire suite of Zeotap solutions across their portfolio
• Drive the strategy and alignment of customer success strategies to accelerate and expand business value for existing Zeotap customers
• Create evangelists by listening to customers closely and delighting them with impactful user experiences and services
• Design and execute adoption, expansion, and renewal models that include specific GTM business plans
• Consistently execute playbooks and processes that ensure the CSG organization can scale to meet the needs of our customers which results in long-term strategic partnerships
• Facilitate actionable planning which will include the development of joint solutions, success enablement, and expansion pipeline generation that results in the over-achievement of annual ACV & renewal targets
• Manage and scale customer relationships to maximize growth and to ensure customer commitment and success including directly building and nurturing C-level relationships across strategic and high-value accounts (if applicable.)
• Initiate and conduct Success readiness and training events by customer type to foster a consistent and valued customer experience
• Team closely with Marketing to drive greater awareness of Zeotap into a portfolio of customers along with planning industry, account and product-focused on and offline events
• Establish relationships with leadership across Sales, Product, Channel, and Marketing to ensure cross-functional alignment at a scale that drives additional value to customers
• Demonstrate through Zeotap software demonstrations and rapid prototyping how connected experiences come to life with Zeotap
• Learn and distribute market intelligence to your team(s) and the greater Zeotap ecosystem
• Accurately report and forecast activity to executive leadership
• Become a trusted advisor

Preferred Qualifications

• Track Record: the proven ability to build and grow a world-class global organization through talent acquisition, development, and retention characterized by high productivity and morale
• Business Acumen: the ability to engage at every level of a business and understand how to translate business problems and/or initiatives into partnerships
• Industry Expertise: proven experience cultivating strategic relationships with global and regional digital marketing organizations that leverage platform solutions like ESP’s, DMP’s, and/or CDP’s
• Technical Acumen: a strong understanding of marketing technologies that leverage on and offline consumer behavior & attributes / 1P – 3P data
• Consultative Selling: expertise creating differentiated, credible, and successful business cases highlighting revenue growth plans with partners with a focus on mutual success
• Results Driven: a demonstrated ability to drive significant NRR growth through the execution of adoption, expansion, and renewal best practices with a tenacious desire to achieve better outcomes via an ongoing desire to iterate
• Collaborative: you are easy to do business with and are capable of building and maintaining strong relationships with a diverse set of internal and partner constituencies including senior-level executives, legal, finance, support, sales, and marketing experts
• Urgency: high energy with a persistent drive to execute with urgency and effectively manage time
• Traveler: dedicated to working with the team, key stakeholders, and customers in person whenever possible
• Compelling & Effective Communicator: an outstanding communicator with excellent presentation skills; dynamic and persuasive in presenting ideas to both internal and external C-level stakeholders
• Self Enabler and Learner: you have and curate a broad knowledge of relevant technology and partnership trends
• Resourceful: the ability to overcome obstacles without sacrificing policy or process
• Coachable: a life-long passion for learning and providing feedback
• Transparent & Trusted Advisor: you are unbiased with your positioning when appropriate and are continuously investing in yourself and your customers to become experts

Benefits

• Competitive compensation & benefits
• Remote-first organisation
• Unmatched Global support system
• Fast-paced, collaborative & fun culture
• Exposure & access to industry experts & teammates that live our values
• Work with very driven entrepreneurs & network of global senior investors across Telco, Data, Advertising & Technology