Senior Customer Success Manager at Zappi

Job description

At Zappi we take pride in helping some of the world's most influential companies transform the way they approach insights. We’re developing tools and programs around them that allow our customers to be more proactive and strategic in the way they test and learn. Ultimately, helping them in creating more effective advertising and launching more successful products. The Customer Success team at Zappi is growing! We are looking for a Senior Customer Success Manager who is passionate about delivering outstanding value to your customers. You will have empathy for our customers, a passion for advocating for them internally and will thrive on partnering with them to deliver on their business goals. You focus on value extraction, customer experience, retention, and working cross functionally to deliver success and growth to our customers and Zappi. Key Responsibilities • Customer Value – As a Senior Customer Success Manager, your #1 goal will be to make sure that our customers are extracting the most possible value from our platform and want to use it more for their research needs. You will partner with customers to identify their objectives and achieve their desired outcomes and identify and resolve any blockers to success. • Customer Onboarding and Training – Working closely with the Sales and Implementation team, you will be responsible for ensuring that users achieve return on investment quickly and are regularly trained on the latest and greatest that Zappi has to offer. • Tool/Platform Expert – You will need to be an expert on all of our tools and our platform so that you can advise customers on the best possible solutions and optimisations to achieve their business goals, and enable users from all areas of the customer’s org. • Account Retention and Growth - You will retain and grow the revenue within your book of business, effectively resolving churn risks and partnering with Sales, Professional Services, and Marketing to identify and facilitate opportunities for expansion. You are able to drive deep discovery to surface cross-sell and up-sell opportunities centered around driving customer outcomes. • Relationship Building - In order to be successful within the role, it will be crucial that you build strong relationships based on honesty and trust, both with your customers as well as internal stakeholders (Sales, Marketing, Professional Services, Product). You will build connections across multiple layers of mid-market and Enterprise organisations. You are also comfortable managing user and executive relationships across your customer organizations. • Customer Advocate - You will need to represent the voice of our customers within our organisation so that we are building and moving in the direction that will give the customer greater value. You will effectively communicate with product, marketing, sales, professional services, and engineering to deliver customer-centric solutions. • Change agent - We are market disruptors, which means our CSMs must be effective change agents. You bring customers along new ways of working, helping them adopt, adapt, and evolve so they — and their organizations - become more successful as a result. • Proactive Mindset - As you navigate your book of business, you will need to be able to work creatively to identify opportunities for growth, value and retention. These proactive solutions require creative problem solving and a desire to think “outside of the box”. You will be able to quickly assess your customers, understand where their challenges are, and craft a comprehensive plan for them. • Data Driven - As a company that revolves around data, we expect our team members to be comfortable using data to inform your decision making. You understand how to work strategically, tracking customer health, identifying growth opportunities, and maintaining close tabs on each of your customers as you navigate their customer journey. Data is a tool you can use effectively to drive your proactive motions. • Process Scaling - You know how to take ownership of and coordinate initiatives that improve our business and the success of our customers. You can articulate a problem and business need, put together a clear and comprehensive plan, and execute against it. You know how to work cross-functionally and maintain clear communication with stakeholders. • Team Coaching - We expect our Senior Customer Success Managers to set a tone of excellence across our global team. They are responsible for some of our largest customers and have the opportunity to lead large process improvements. They work to elevate their peers by offering peer coaching while setting an example of what a great CS team member should be. Who are you? You are dedicated to helping customers maximise the value they get from every interaction with Zappi. You are a self-starter with the ability to juggle multiple conflicting priorities, you are able to provide high-quality and responsive customer service, while being a change agent; you are solution-focused, and you are able to proactively identify opportunities that drive the adoption of Zappi. Senior Customer Success Managers will gain exposure to the inner workings of a growing company, learn how major brands use market research to drive their businesses forward, and influence how research can be used more effectively. Skills, Knowledge & Expertise • 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 (BI) tools like Tableau, Customer Relationship Management (CRM) tools like Salesforce, and/or Customer Success Platforms (CSP) like Gainsight • Deep knowledge of all G-Suite products as well as other tools like Loom, Gong, ChatGPT, and/or other AI driven tools • You have proven track of record completing projects with measurable results, scaling internal process and improving business outcomes • Ability to travel across the United States to support 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 to ensure clear and impactful interactions with customers and stakeholders • Highly responsive while maintaining attention to detail • Strong team player, able to collaborate with internal and external stakeholders and also able to take ownership of tasks • Able to prioritize a customer-centric approach, aiming to foster lasting relationships and positive customer experiences • Comfortable working with tight deadlines while delivering results that contribute to overall objectives • Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making • Based in and around Boston, Massachusetts and able to travel to visit clients when necessary as well as participate in internal workshops, quarterly business reviews and team offsites. Expectation of customer travel is a minimum of once per month on average. Job Benefits • Salary range $110,000 - $125,000 USD OTE per annum (consists of 80% base salary + 20% variable bonus which is uncapped). Variable pay is eligible after onboarding. Salaries are benchmarked annually. • Unlimited vacation time – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays • One company-paid mental health day each quarter. These are pre-scheduled, so the entire company can take the same days off regularly to reset • Flexible working arrangements, including remote (unless otherwise specified) • Thoughtfully designed offices to support both individual work and collaboration without interrupting others • Personal development budget – each year we allocate funds for our team members to further develop their skills that will benefit our business and customers • Budget to support setting up your home office, if appropriate (chair + desk, etc) • Wellbeing benefits and access to trained therapists / counsellors • Company paid Life, AD&D, Short term & 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 Why join us? We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet . Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here. We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities. Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be. Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021! Zappi Company Culture Highlights • Winner of Comparably's Award for Best Company for Women 2022 • Winner of Comparably's Award for Best Company Work-Life Balance 2022 • Winner of Comparably's Award for Best Company Compensation 2022 • Winner of Comparably's Award for Best CEO for Women 2022 • Winner of Comparably's Award for Best Company for Diversity 2022 • Winner of Comparably's Award for Best Company Culture 2022 • Winner of Comparably's Award for Best CEO 2022 • Winner of Comparably's Award for Best Happiness 2022 • Winner of Comparably's Award for Best Leadership Teams 2023 • Winner of Comparably's Award for Best CEOs for Diversity 2023 • Winner of Comparably's Award for Best Engineering Teams 2023 • Winner of Comparably's Award for Best Company Outlook 2023 • Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023 • Recognised by Fast Company’s Best Workplaces for Innovators 2023 • Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards Equal Opportunity Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws. We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.

Requirements

Must-haves

Who are you?
Skills, Knowledge & Expertise
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 (BI) tools like Tableau, Customer Relationship Management (CRM) tools like Salesforce, and/or Customer Success Platforms (CSP) like Gainsight
Deep knowledge of all G-Suite products as well as other tools like Loom, Gong, ChatGPT, and/or other AI driven tools
You have proven track of record completing projects with measurable results, scaling internal process and improving business outcomes
Ability to travel across the United States to support 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 to ensure clear and impactful interactions with customers and stakeholders
Highly responsive while maintaining attention to detail
Strong team player, able to collaborate with internal and external stakeholders and also able to take ownership of tasks
Able to prioritize a customer-centric approach, aiming to foster lasting relationships and positive customer experiences
Comfortable working with tight deadlines while delivering results that contribute to overall objectives
Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making
Job Benefits
One company-paid mental health day each quarter. These are pre-scheduled, so the entire company can take the same days off regularly to reset
Flexible working arrangements, including remote (unless otherwise specified)
Thoughtfully designed offices to support both individual work and collaboration without interrupting others
Personal development budget – each year we allocate funds for our team members to further develop their skills that will benefit our business and customers
Budget to support setting up your home office, if appropriate (chair + desk, etc)

Nice-to-haves

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Effort: medium

Benefits

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Dental

Vision

401k

Pto