Strategic Senior CSM - Growth & Adoption

Zoovu; Boston (MA); On-site; USD 110,000 - 150,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer Success

Account Management

Relationship Building

Communication

Presentation Skills

Training

Problem Solving

Cross-functional Collaboration

Renewals

Job description

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