Technical Customer Success Manager

Summary

Join Zyte, a globally distributed team building powerful web data extraction tools, as a Technical Customer Success Manager. Reporting to the Head of Customer Success, you will ensure customers maximize product value, leading to renewals and advocacy. You will work closely with various internal teams (Delivery, Product, Sales) to coordinate efforts and achieve successful customer outcomes. This role requires a customer-centric approach, data-driven decision-making, and strong collaboration skills. You will be responsible for onboarding, retention, and identifying new opportunities, while also providing valuable customer feedback for product enhancements. The ideal candidate possesses a technical background and proven success in a similar role.

Requirements

• 3+ years demonstrated success in an Account Management, Pre-Sales or Customer Success role
• Technical background, or experience supporting technical software solutions
• Customer-centric and relationship-oriented at your core, you are committed to ensuring our customers’ success and adoption of Zyte's products
• Proven track record of achieving results while balancing demanding expectations
• High levels of organization in your workflows - you understand what it means to own a customer portfolio and to prioritize and manage your time efficiently
• Excellent written, verbal, presentation and interpersonal communication skills
• Ability to work independently and as part of a remote team
• Ability to understand customer requirements and drivers, develop and guide their thinking to identify customers’ objectives, designing/tailoring playbooks to meet them and implementing an ongoing customer account plan to increase utilisation/engagement to improve retention and value over time
• To develop a Trusted Advisor relationship with your customers - recommending best practices in order to make our customers successful
• To learn about and invest time in understanding how customers use our product features and services, so to guide customers to realise the benefits of their investment

Responsibilities

• Services which may include data delivered via a subscription, maintenance services or ad-hoc services to extend some existing dataset(s)
• Act as a day to day point of contact and first point of escalation for customer concerns relating to any aspect of service
• Customer advocate representing customer needs across any internal Zyte team (Zyte API, Maintenance, etc)
• Coordinate / drive customer technical requests or issues that sit with any Zyte team (Data Maintenance, Zyte API, Infra, etc)
• Partner with teams such as Product, Support, Sales, Delivery in pursuit of delivering excellent service to our customers
• Avoid escalations by providing timely information and resolution to customer issues
• Proactively identify and implement CX improvements through regular reviews of service for this customer
• Deliver a formal status update regularly, reporting on all aspects of service that Zyte provides
• Ensure a consistent customer NPS resulting in successful retention of this customer
• Work with Sales teams on renewals and on proposals for expanding our footprint
• Successfully onboard and retain our customers by driving programmes of adoption to maximise the value customers get from our products and challenging our internal organisation as needed
• Actively identify and develop new customer opportunities. Collaborate with Sales Teams to advance existing opportunities and assist them in closing active opportunities by demonstrating industry expertise to gain the prospective customer’s confidence as a trusted partner and adviser
• Proactively identify customers who may not be succeeding, and work with them to understand their challenges, improve their experience and retain their business
• Identify client issues that cannot easily be resolved and escalate these for additional support as needed
• Provide voice of the customer input into product enhancements based on identified and anticipated customer needs
• Help to develop and implement best practices, processes, and tools to continually enhance Zyte's Customer Success Program

Preferred Qualifications

• Previous experience with one or more CRM, CSM, Analytics & Automation Tools would be an advantage. i.e. Salesforce, Intercom, Gainsight, Totango, Natero/Freshworks, Mixpanel, Pendo etc
• A passion for teamwork and collaboration - you'll be working with multicultural and multidisciplinary teams on a regular basis (Sales, Marketing, Support, Product, etc) and will help to build the Customer Success "brand" across our entire organization

Benefits

• Become part of a self-motivated, progressive, multi-cultural team and have the freedom to work remotely for a remote-first company
• Influence Zyte's strategic direction and shape the web data industry