Senior Customer Success Manager - Remote + Unlimited PTO

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

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.