Senior Customer Success Manager

Zoovu; Boston (MA); Presencial; USD 110.000 - 150.000; Jornada completa

Descripción de la vacante

Zoovu, a leading AI-powered ecommerce platform, seeks a Senior Customer Success Manager in Boston to strengthen strategic relationships and drive platform adoption. You will partner with customer teams and Zoovu stakeholders to ensure measurable business value, renewals, and growth.

Responsibilities include onboarding, training, cross-functional collaboration, and advocacy. You’ll monitor health signals, address risks early, and identify expansion opportunities with Sales to maximize customer

Formación

• Proven experience in customer success or account management in B2B SaaS.
• Strong track record of improving adoption, satisfaction, retention, and renewals.
• Experience managing multiple stakeholders, including senior decision makers.
• Strong communication, presentation, and training skills.
• Ability to work with Sales, Product, Engineering, Training, and Support teams.

Responsabilidades

• Own the overall relationship with assigned customers as their primary contact.
• Build trusted advisory relationships with key customer stakeholders.
• Understand customers' business goals and help them achieve them with Zoovu.
• Ensure customers realize clear business value from the platform.
• Increase platform adoption and effective use of Zoovu's capabilities.
• Lead onboarding and training so teams become proficient quickly.
• Collaborate with customers' eCommerce and digital teams.
• Monitor customer health and address concerns early.
• Detect at-risk renewals and plan escalation actions.
• Support renewals and contribute to high gross revenue retention.
• Deliver webinars and training sessions for customer teams.
• Provide customer-facing product expertise and coordinate with Product/Engineering to resolve issues.
• Share feedback and training insights with internal teams.
• Develop customer advocacy through testimonials and case studies.
• Identify expansion and upsell opportunities with Sales.

Conocimientos

Customer Success

Account Management

Relationship Building

Communication

Presentation Skills

Training

Problem Solving

Cross-functional Collaboration

Renewals

Descripción del empleo

About Zoovu

Zoovu is an AI native ecommerce revenue engine that unifies product discovery for B2C and B2B brands, retailers, and manufacturers on a single platform. It replaces fragmented point solutions with one composable engine that helps lift conversion, average order value, and qualified pipeline.

About Zoovu

Zoovu is an AI native ecommerce revenue engine that unifies product discovery for B2C and B2B brands, retailers, and manufacturers on a single platform. It replaces fragmented point solutions with one composable engine that helps lift conversion, average order value, and qualified pipeline.

The Zoovu AI Search and Product Discovery Platform brings together AI Search, guided selling Digital Assistants, product configuration tools, and Zoe, Zoovu's generative AI product advisor. Everything is powered by a Data Platform that enriches and structures product data, so every experience across search, recommendations, configuration, and conversation is accurate, consistent, and explainable.

About The Role

The Senior Customer Success Manager plays a critical role in ensuring that Zoovu customers achieve measurable business value from the Zoovu AI Search and Product Discovery Platform. This position owns relationships with assigned customers, drives platform adoption, supports retention, and helps customers reach their business goals.

You will act as a trusted advisor, working closely with customer teams and internal stakeholders to deliver a great experience throughout the customer lifecycle. The role also contributes to renewals, customer advocacy, and the identification of expansion opportunities.

What You'll Do

• Own the overall relationship with assigned customers and act as their primary point of contact at Zoovu.
• Build trusted, strategic advisor relationships with key customer stakeholders.
• Understand customers' business goals and help them achieve these goals through Zoovu's products.
• Ensure customers see and realize clear business value from the platform.
• Increase platform adoption and help customers make effective use of Zoovu's capabilities.
• Lead customer onboarding and training, so customer teams become confident with the platform quickly.
• Work closely with customers' eCommerce and digital teams to help them get the most from the solution.
• Monitor customer satisfaction and health, and act early to address concerns.
• Detect early signals of at risk renewals and create a clear action plan, including escalation when needed.
• Support retention and renewals, and contribute to client and gross revenue retention rates of 90% or above.
• Deliver webinars, enablement sessions, and product training for customer teams.
• Act as a customer facing product expert and work with Product and Engineering teams to resolve customer issues.
• Share customer feedback and training material insights with the Product, Training, and other relevant teams.
• Develop customer advocacy through testimonials, references, and case studies.
• Identify and develop expansion and upsell opportunities with the Sales team.

Qualifications

• Proven experience in customer success, account management, or a similar customer facing role in a B2B SaaS environment.
• A strong track record of improving customer adoption, satisfaction, retention, and renewals.
• Experience managing relationships with multiple stakeholders, including senior decision makers.
• Good understanding of eCommerce, digital customer experiences, and business outcomes.
• Excellent communication, presentation, and training skills.
• Strong problem solving skills and a proactive, structured approach to managing customer risks.
• Ability to work effectively with Sales, Product, Engineering, Training, and Support teams.
• Commercial awareness and the ability to spot relevant expansion opportunities.
• Technical aptitude and the ability to explain software platforms and their business value.

As a Senior Customer Success Manager, you will play a pivotal role in driving our success through strong customer relationships, platform adoption, retention, advocacy, and measurable business value.