Senior Customer Success Manager

About this role

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

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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…