Senior Customer Success Leader – Growth & Retention (Remote)

Zappi; Boston (MA); On-site; USD 110,000 - 125,000; Full time

Benefits offered by this job

Unlimited vacation time

Mental health day each quarter

Flexible remote arrangements

Health, Dental and Vision Insurance

Job summary

Zappi is hiring a Senior Customer Success Manager in Boston, MA to drive value, retention and growth for mid-market and enterprise customers. You will advocate for customer needs across teams and lead initiatives that improve outcomes.

You will own onboarding, training, and success plans, use BI tools to monitor health, and partner with Sales, Professional Services, and Marketing to expand opportunities. Strong communication and data-driven mindset required.

Qualifications

• 5+ years in Customer Success or Account Management in SaaS.
• Experience with BI tools and data-driven customer insights.
• Travel within the United States to visit customers monthly.
• Strong communication and relationship-building skills.
• Proven track record managing mid-market and enterprise accounts.

Responsibilities

• Maximise customer value and ROI from Zappi platform.
• Onboard and train customers to achieve quick ROI.
• Advise on best solutions and optimisations.
• Retain and grow revenue through cross-sell and upsell.
• Build strong relationships with stakeholders.
• Represent voice of customer to product, marketing, and sales.

Skills

Customer Success

Account Management

Churn Reduction

Cross-sell Upsell

Data-driven decisions

Stakeholder management

Tools

Tableau

Salesforce

Gainsight

G-Suite

Job description

Zappi is hiring a Senior Customer Success Manager in Boston, MA to drive value, retention and growth for mid-market and enterprise customers. You will advocate for customer needs across teams and lead initiatives that improve outcomes.

You will own onboarding, training, and success plans, use BI tools to monitor health, and partner with Sales, Professional Services, and Marketing to expand opportunities. Strong communication and data-driven mindset required.