Senior Customer Success Manager

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $88k - $100k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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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

• Help customers extract maximum value from Zappi’s market research platform • Partner with customers to identify objectives, achieve outcomes, and resolve blockers • Lead customer onboarding and training with Sales and Implementation teams • Become an expert on Zappi’s tools and platform and advise customers on solutions and optimizations • Retain and grow revenue across a portfolio of mid-market and enterprise customers • Resolve churn risks and identify cross-sell and up-sell opportunities with Sales, Professional Services and Marketing • Build trusted relationships with customers and internal stakeholders across multiple organizational levels • Represent the customer voice internally and coordinate customer-centric solutions with Product, Marketing, Sales, Professional Services and Engineering • Drive customer adoption of new ways of working as a change agent • Proactively identify opportunities for growth, value and retention using creative problem-solving • Track customer health and growth opportunities using data to inform decision-making • Coordinate process-scaling initiatives and execute plans cross-functionally • Coach peers and set a high standard across the global Customer Success team • Support customer on-site visits at least once per month on average

🎯 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 like Tableau, CRM tools like Salesforce, and/or Customer Success Platforms like Gainsight • Deep knowledge of G-Suite products and tools like Loom, Gong, ChatGPT, and/or other AI-driven tools • Proven track record completing projects with measurable results, scaling internal process 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 and make effective decisions • Based in and around Boston, Massachusetts • Able to travel to visit clients and participate in internal workshops, quarterly business reviews and team offsites

🏖️ Benefits

• 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 • 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 of employment, matched up to 4% • Tailored personal development through coaching, mentorship and career frameworks • Uncapped variable bonus opportunity (20% of OTE) • Company events, workshops, quarterly business reviews and team offsites