Customer Success Mgr

Zebra Technologies; City of Boroondara; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Adaptable hours

Summer Flex Fridays

Focus Fridays

Well-being day

Job summary

Zebra Technologies is seeking a Customer Success lead to manage post-sales client journeys, aligning product value with business outcomes. You will drive adoption, renewals, and upsell opportunities while coordinating with Sales, Engineering, and Support to deliver measurable ROI.

The role emphasizes cross-functional collaboration and proactive customer engagement to maximize value and retention across Zebra’s product portfolio.

Qualifications

• Post-sales client relationship management experience.
• Deep knowledge of customer success processes and value delivery.
• Ability to drive adoption and renewal strategies across accounts.

Responsibilities

• Manage post-sales customer journey from onboarding to renewal and advocacy.
• Meet KPI targets for adoption, upsell, renewal and advocacy programs.
• Collaborate across Marketing, Sales, Engineering, and Support to drive solutions.

Skills

Customer success

Account management

Cross-functional collaboration

Project management

Communication

Problem solving

Job description

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward‑thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra.

What We're Looking For

Serves as the primary post‑sale point of contact for clients/customers. Uses in‑depth knowledge of client industry and/or business processes, deep knowledge of the ZPA platform and technical expertise to drive and increase adoption and utilization of the Zebra’s products. Demonstrates product features beyond central functionality to help the customer achieve specific business results, aligned with desired outcome, sold at the first place and maximum value from the product(s). May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross‑selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. The manager will be responsible with tangible value generated from other Zebra solutions and future acquired businesses.

Essential Duties And Responsibilities

• Manage a list of customers on their post‑sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
• Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
• Own the customer operation process from partnering to ongoing value delivery of the desired outcome
• Work cross‑functionally on internal projects to support and drive the continued evolution of the solution.
• Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives.
• Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases and specific needs, being able to stay organized and accomplish their goals is important to overall success.
• Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately while working with the correct internal groups.
• Facilitate customer cadence calls, onsite and/or web trainings
• Drive quarterly steering committee agenda’s, partnering with sales, Executive Management and other resources to drive continued ROI.
• Act as the voice of the customer and partner with them through the entire customer journey
• Ensure customer environment is maximized to exceed value and expectations over time
• Identify business process recommendations to accelerate the adoption, retention, upsell and value achievement while identifying and resolving risk
• Deliver, document and reference customer success stories to distinguish ZPA’s services
• Partner with client partner group to identify expansion opportunities.

Benefits

We understand the importance of work‑life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well‑being day to promote revitalization and success.