Senior Customer Success Manager

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

Benefits offered by this job

Unlimited vacation

Mental health day

Flexible work arrangements

Personal development budget

Home office setup

Job summary

Zappi is seeking a Senior Customer Success Manager in Boston to ensure customers derive maximum value from our platform and achieve their research goals. You will collaborate with Sales, Implementation, and Product teams to drive adoption and measurable outcomes.

You will own onboarding, training, and strategic reviews, while targeting retention and expansion across mid-market to enterprise customers. Remote-friendly, with travel as needed to support clients.

Qualifications

• 5+ years in Customer Success or Account Management in Consumer Insights or Market Research.
• Experience with technology, marketing, market research, and growth of large organizations.
• Experience managing a complex book of business valued at $5MM+.
• Proficiency in BI tools like Tableau, CRM like Salesforce, and CSP Gainsight.

Responsibilities

• Focus on customer value: ensure customers extract maximum value from the platform and expand usage.
• Lead onboarding and training with Sales and Implementation teams to expedite ROI.
• Be a platform expert to advise on solutions and optimizations across the customer org.
• Retain and grow revenue by reducing churn and identifying cross-sell opportunities.

Skills

Customer Success

Account Management

BI Tools

Salesforce

Gainsight

Enterprise Accounts

Cross-sell

Upsell

Travel Availability

Tools

Tableau

Salesforce

Gainsight

Loom

Gong

ChatGPT

G Suite

Job description

Senior Customer Success Manager

Application Deadline: 24 September 2026

Department: Customer

Employment Type: Full Time

Location: Boston, MA

Reporting To: Garrett Mesa

Compensation: $110,000 - $125,000 USD OTE per annum (consists of 80% base salary + 20% variable bonus)

Description

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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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 G-Suite products as well as other tools like Loom, Gong, ChatGPT, and/or other AI driven tools
• You have proven track of record completing projects with measurable results, scaling internal process and improving business outcomes
• Ability to travel across the United States to support customer on-site visits on average one or more times per month
• Comfortable working in a SaaS and consumption based environment
• Experience crafting detailed customer success plans and delivering business reviews
• Comfortable leading deep discovery to identify cross sell and up sell opportunities
• Excellent written and verbal communication skills to ensure clear and impactful interactions with customers and stakeholders
• Highly responsive while maintaining attention to detail
• Strong team player, able to collaborate with internal and external stakeholders and also able to take ownership of tasks
• Able to prioritize a customer-centric approach, aiming to foster lasting relationships and positive customer experiences
• Comfortable working with tight deadlines while delivering results that contribute to overall objectives
• Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making
• Based in and around Boston, Massachusetts and able to travel to visit clients when necessary as well as participate in internal workshops, quarterly business reviews and team offsites. Expectation of customer travel is a minimum of once per month on average.

Job Benefits

• Salary range $110,000 - $125,000 USD OTE per annum (consists of 80% base salary + 20% variable bonus which is uncapped). Variable pay is eligible after onboarding. Salaries are benchmarked annually.
• Unlimited vacation time - we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
• One company-paid mental health day each quarter. These are pre-scheduled, so the entire company can take the same days off regularly to reset
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Personal development budget - each year we allocate funds for our team members to further develop their skills that will benefit our business and customers
• Budget to support setting up your home office, if appropriate (chair + desk, etc)
• Well