Senior Customer Success Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Assist customers in maximizing the benefits of Zappi’s market research platform.

• Collaborate with clients to establish goals, achieve results, and address obstacles.

• Take the lead in customer onboarding and training alongside Sales and Implementation teams.

• Develop expertise in Zappi’s tools and platform, providing customers with advice on solutions and enhancements.

• Maintain and expand revenue streams within a portfolio of mid-market and enterprise clients.

• Address churn risks and pinpoint cross-sell and up-sell opportunities in collaboration with Sales, Professional Services, and Marketing.

• Cultivate trusted relationships with customers and internal stakeholders at various organizational levels.

• Advocate for customer interests internally, coordinating customer-focused solutions with Product, Marketing, Sales, Professional Services, and Engineering.

• Act as a change agent to promote customer adoption of innovative practices.

• Proactively seek growth, value, and retention opportunities through creative problem-solving.

• Monitor customer health and growth prospects using data for informed decision-making.

• Manage process-scaling initiatives and implement plans across functions.

• Mentor peers and establish high standards within the global Customer Success team.

• Facilitate customer on-site visits averaging at least once per month.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success and/or Account Management roles within the Consumer Insights or Market Research sectors.

• Knowledge and enthusiasm for technology, marketing, market research, consumer insights, and contributing to the growth of large organizations.

• Experience managing a complex, larger-scale portfolio of mid-market and enterprise clients valued at $5MM or more.

• Proficiency in Business Intelligence tools such as Tableau, CRM platforms like Salesforce, and/or Customer Success Platforms like Gainsight.

• Extensive understanding of G-Suite products and tools including Loom, Gong, ChatGPT, and/or other AI-driven technologies.

• Demonstrated success in completing projects with measurable outcomes, scaling internal processes, and enhancing business results.

• Willingness to travel within the United States for client on-site visits, averaging one or more times per month.

• Comfortable operating within a SaaS and consumption-based framework.

• Experience in developing detailed customer success plans and delivering business reviews.

• Proficient in leading in-depth discovery sessions to uncover cross-sell and up-sell potential.

• Exceptional written and verbal communication skills.

• Highly responsive while maintaining meticulous attention to detail.

• Strong team player with the ability to collaborate with internal and external stakeholders and take ownership of tasks.

• Customer-focused mindset emphasizing lasting relationships and positive customer experiences.

• Ability to thrive under tight deadlines while achieving results.

• Capacity to remain composed in high-pressure situations and make sound decisions.

• Based in or around Boston, Massachusetts.

• Willing to travel for client visits and engage in internal workshops, quarterly business reviews, and team offsites.

🏝️ Benefits

• Unlimited vacation time, with a minimum of 20 days per year plus national holidays.

• One company-paid mental health day each quarter.

• Flexible work arrangements, including remote options.

• Personal development budget.

• Home office setup budget.

• Wellbeing benefits and access to trained therapists/counselors.

• 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%.

• Customized personal development through coaching, mentorship, and career frameworks.

• Uncapped variable bonus opportunity (20% of OTE).

• Company events, workshops, quarterly business reviews, and team offsites.