Senior Customer Success Manager

🕒 Agosto 24

🍂 Massachusetts – Remoto

🍂 Massachusetts – Remote

💵 $88.000 - $100.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 32%

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Zappi

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2013

💼 Consultoria

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

A Zappi é uma plataforma de insights do consumidor para empresas B2B SaaS que combina IA e dados de consumidores em larga escala para ajudar marcas a desenvolver produtos, otimizar publicidade e monitorar o desempenho da marca. A plataforma fornece ciclos de feedback contínuos e em tempo real, testes iterativos de produtos e anúncios, além de dados de pesquisa padronizados e de alta qualidade para guiar decisões de lançamento e melhorar a eficácia de marketing para grandes marcas de consumo.

Descrição

• Help customers extract maximum value from Zappi’s platform and use it more for research needs • Partner with customers to identify objectives, achieve desired outcomes, and resolve blockers • Ensure users achieve return on investment quickly through onboarding and training • Advise customers on Zappi’s tools and platform, solutions, and optimizations • Retain and grow revenue within the assigned book of business • Resolve churn risks and identify cross-sell and up-sell opportunities • Partner with Sales, Professional Services, Marketing, Product, and Engineering • Build trusted relationships across mid-market and enterprise organizations • Represent the voice of customers internally • Drive adoption of new ways of working and help customers adapt and evolve • Identify opportunities for growth, value, and retention using creative problem-solving • Track customer health and growth opportunities using data • Own and coordinate initiatives that improve business and customer outcomes • Execute cross-functional process improvements • Provide peer coaching and set an example for the global Customer Success team • Report to Garrett Mesa

🎯 Requisitos

• 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 BI tools like Tableau, CRM tools like Salesforce, and/or CSP tools like Gainsight • Deep knowledge of G-Suite products and tools such as Loom, Gong, ChatGPT, and/or other AI-driven tools • Proven track record completing projects with measurable results, scaling internal processes, and improving business outcomes • Ability to travel across the United States for 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 • Highly responsive with attention to detail • Strong collaboration and ownership skills • Customer-centric approach • Ability to work with tight deadlines and deliver results • Ability to maintain composure in high-pressure situations • Based in and around Boston, Massachusetts • Able to travel to clients and participate in internal workshops, quarterly business reviews, and team offsites • Customer travel minimum of once per month on average

🏖️ Benefícios

• Salary range $110,000 - $125,000 USD OTE per annum, consisting of 80% base salary and 20% uncapped variable bonus • Unlimited vacation time, with a minimum of at least 20 days per year plus national holidays • One company-paid mental health day each quarter • Flexible working arrangements, including remote • Personal development budget • Home office setup budget, if appropriate • Wellbeing benefits and access to trained therapists / counsellors • Company-paid Life, AD&D, Short-term and 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

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