Senior Customer Success Manager

🕒 August 24

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $88k - $100k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Zappi

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Zappi is a B2B SaaS consumer insights platform that combines AI and large-scale consumer data to help brands develop products, optimize advertising, and track brand performance. The platform provides continuous, real-time feedback loops, iterative product and ad testing, and standardized, high-quality survey data to guide launch decisions and improve marketing effectiveness for enterprise consumer brands.

📋 Description

• Ensure 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 to success • Work with Sales and Implementation to ensure users achieve return on investment quickly • Train users regularly on Zappi’s latest platform capabilities • Become an expert on Zappi’s tools and platform and advise customers on solutions and optimizations • Retain and grow revenue within the assigned book of business • Resolve churn risks and partner with Sales, Professional Services, and Marketing on expansion opportunities • Drive discovery to identify cross-sell and up-sell opportunities centered on customer outcomes • Build trusted relationships with mid-market and enterprise customer stakeholders • Represent the customer voice internally and communicate with Product, Marketing, Sales, Professional Services, and Engineering • Help customers adopt, adapt to, and evolve with new ways of working • Proactively identify opportunities for growth, value, and retention • Use customer data to track health, identify growth opportunities, and manage customer journeys • Coordinate initiatives that improve business and customer success outcomes • Work cross-functionally, maintain stakeholder communication, and execute process improvements • Support global team excellence through peer coaching and team leadership • Manage multiple priorities while providing responsive, high-quality customer service

🎯 Requirements

• 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 Business Intelligence tools such as Tableau, CRM tools such as Salesforce, and/or Customer Success Platforms such as 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 while maintaining attention to detail • Strong team player able to collaborate with internal and external stakeholders and take ownership of tasks • Customer-centric approach focused on lasting relationships and positive customer experiences • Comfortable working with tight deadlines while delivering results • Ability to maintain composure in high-pressure situations • Based in and around Boston, Massachusetts • Able to travel to visit clients and participate in internal workshops, quarterly business reviews, and team offsites; customer travel minimum once per month on average

🏖️ Benefits

• Salary range includes 80% base salary and 20% uncapped variable bonus; variable pay eligible after onboarding • 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 • Thoughtfully designed offices supporting individual work and collaboration • 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 insurance • Health, Dental and Vision Insurance Plan • 401(k) program after 90 days, matched up to 4% • Tailored personal development through coaching, mentorship and career frameworks