Senior Customer Success Manager

Zappi provides a consumer insights platform that helps brands make consumer-driven decisions. The Senior Customer Success Manager helps customers realize value from the platform, improve adoption and retention, and grow accounts through customer partnership and cross-functional collaboration.

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

Requirements:

• 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
• 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
• 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