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.
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.
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.
You will retain and grow the revenue within your book of business, effectively resolving churn risks and partnering with Sales, Professional Services, and Marketing.
It will be crucial that you build strong relationships based on honesty and trust, both with your customers as well as internal stakeholders.
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.

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.
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, CRM tools like Salesforce, and/or Customer Success Platforms like Gainsight.
Deep knowledge of all G-Suite products as well as other tools like Loom, Gong, ChatGPT, and/or other AI driven tools.
Proven track of record completing projects with measurable results.
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.
Excellent written and verbal communication skills to ensure clear and impactful interactions with customers and stakeholders.
Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making.

Benefits

Salary range $110,000 - $125,000 USD OTE per annum (consists of 80% base salary + 20% variable bonus which is uncapped).
Unlimited vacation time – we want well rested and motivated teams so encourage people to take plenty of time off.
One company-paid mental health day each quarter.
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.
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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Customer SuccessAccount ManagementBusiness IntelligenceProject ManagementSaaSMarket ResearchConsumer InsightsReturn on InvestmentChurn Risk ManagementData Analysis

Soft skills

Relationship BuildingCommunicationProblem-SolvingDecision-MakingTrustworthinessAdaptabilityTeam CollaborationCustomer AdvocacyComposureTraining