Customer Success Manager (ZoomInfo Talent Solutions)

ZoomInfo; Waltham (MA); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Base pay

Bonus

Equity

Vacation/time off

Hybrid remote

Job summary

ZoomInfo is seeking a Customer Success Manager to drive product adoption, retention, and growth by delivering business value and cultivating strong relationships with some of the world’s iconic customers.

This role will develop and execute strategic account plans, deliver business reviews, and manage renewal risk while acting as an extension of our customers to ensure they realize full value from ZoomInfo.

Qualifications

• 2+ years of customer success, account management, or sales experience in a competitive SaaS environment.
• Bachelor’s Degree or Master’s Degree preferred.
• Excellent communication skills, including issue tracking, triaging and crisis management.
• Ability to manage multiple customer projects simultaneously.
• Understanding of go-to-market processes and Revenue Operations is a plus.

Responsibilities

• Drive product adoption, retention, and growth by delivering business value and cultivating strong customer relationships.
• Develop and execute strategic account plans, deliver business reviews, and drive customer satisfaction.
• Act as an extension of our strategic customers, advocating within ZoomInfo to achieve defined objectives.
• Proactively grow breadth and depth of strategic relationships within customers.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Educate customers on new features and releases to maximize value.

Skills

Customer success

Account management

Sales experience

Communication skills

Cross-functional collaboration

Time management

Education

Bachelor’s/Master’s degree

Tools

CRM software

Job description

• ZoomInfo is growing and looking to add talented and passionate people to our Customer Success team!
• This individual will drive product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world’s most iconic companies currently using ZoomInfo
• This CSM will be responsible for all aspects of strategic account partnerships, adoption and customer success planning
• This position will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of our customers
• We provide world-class training while surrounded by incredible co-workers and leaders who have a vested interest in seeing you thrive
• Act as an extension of our strategic customers, being a proactive advocate within ZoomInfo and our customer base to accomplish defined objectives
• Develop a trusted advisor relationship with strategic customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging ZoomInfo to achieve full business value
• Proactively grow the breadth and depth of strategic relationships within customers
• Closely manage and nurture accounts to identify and eliminate risk of attrition
• Partner with internal ZoomInfo stakeholders to align account activities with the strategic customer’s business case and strategy
• Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success
• Ensure customers are aware of and educated on new features and releases
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services

Benefits

• Benefits for the Best You - We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being
• Base Pay - We attract and retain the best talent with competitive compensation that aligns with industry benchmarks and merit programs yearly for promotions and salary increases based on performance, time in role, and position to market
• Bonus - When you crush it, we like to celebrate! Bonuses are awarded annually in connection with company and individual performance
• Equity - We offer each employee a generous equity award in the form of RSUs, so they can directly feel the results and success of their hard work
• Vacation & Time Off - We know everyone’s needs are different so we offer flexible paid time off plans including an unlimited vacation option for many employees
• Hybrid Working Model - We offer flexible hybrid remote working models to promote equity, employee wellness, and work life balance

Understands how to communicate difficult/sensitive information tactfullyDelivers informative, well-organized presentationsGeneral understanding of sales methodologies and playbooks like Sandler, Winning By Design, MEDDIC a plus!Self-motivated, collaborative and scrappy team player with innovative ideas to inspire customer loyalty and adoptionHave a great understanding of world-class go-to-market process, including how Revenue Operations, Enablement Leaders, Sales Managers, Customer Success leaders and individual contributors think and operateEffectively communicate technical information to non-technical audiences2+ years of customer success, account management, or sales experience in a competitive SaaS environmentCommunicates with internal and external customers and all levels of managementBachelor’s Degree or Master’s Degree preferredExcellent communication skills, including issue tracking, triaging and crisis managementAbility to efficiently manage multiple customer projects simultaneouslyTalent, Recruiting, or Sourcing experience is a plus!Continually seeks opportunities to increase customer satisfaction and deepen client relationships2+ years working with MM and Enterprise level accountsManages client expectations effectively