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About the Role

This Customer Success Manager role drives product adoption, retention, and growth by delivering high levels of business value and cultivating deep customer relationships. The position involves strategic account partnerships, adoption, and customer success planning, including developing and executing strategic account plans, delivering business reviews, and driving overall customer satisfaction.

Responsibilities

• Act as an extension of our strategic customers, being a proactive advocate within ZoomInfo and our customer base to accomplish defined objectives
• Develop a trusted advisor relationship with strategic customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging ZoomInfo to achieve full business value
• Proactively grow the breadth and depth of strategic relationships within customers
• Closely manage and nurture accounts to identify and eliminate risk of attrition
• Partner with internal ZoomInfo stakeholders to align account activities with the strategic customer’s business case and strategy
• Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success
• Ensure customers are aware of and educated on new features and releases
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services

Requirements

• 2+ years of customer success, account management, or sales experience in a competitive SaaS environment
• 2+ years working with MM and Enterprise level accounts
• Talent, Recruiting, or Sourcing experience is a plus!
• Have a great understanding of world-class go-to-market process, including how Revenue Operations, Enablement Leaders, Sales Managers, Customer Success leaders and individual contributors think and operate
• Excellent communication skills, including issue tracking, triaging and crisis management
• Ability to efficiently manage multiple customer projects simultaneously
• Communicates with internal and external customers and all levels of management
• Effectively communicate technical information to non-technical audiences
• Delivers informative, well-organized presentations
• Understands how to communicate difficult/sensitive information tactfully
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships
• Manages client expectations effectively
• Self-motivated, collaborative and scrappy team player with innovative ideas to inspire customer loyalty and adoption
• General understanding of sales methodologies and playbooks like Sandler, Winning By Design, MEDDIC a plus!

Skills

• Customer Success
• Account Management
• Sales
• SaaS
• MM and Enterprise level accounts
• Go-to-market process
• Revenue Operations
• Enablement
• Sales Management
• Customer Success leadership
• Communication skills
• Issue tracking
• Triaging
• Crisis management
• Project management
• Technical communication
• Presentation skills
• Customer satisfaction
• Client relationship management
• Sales methodologies
• Sandler
• Winning By Design
• MEDDIC

Location

• Austin, TX
• Waltham, MA

Work Type

• Hybrid

Experience Level

• 2+ years

Education Level

• Bachelor's Degree
• Master's Degree

Salary/Compensations

• $80,000 - $90,000 + commission + benefits

Benefits

• Comprehensive benefits
• Holistic mind, body and lifestyle programs
• Incredibly strong onboarding program
• Ongoing training
• Market leading product offering
• Comprehensive Medical, Dental, Vision
• Eligibility for Future Equity Awards
• 401k Matching (50% of the first 7% of your contribution)
• 12 weeks Parental Leave for primary caregivers
• 4 weeks Parental Leave for secondary caregivers
• Family forming benefits up to $20k
• Discounts on a Care.com membership
• Virgin Pulse Wellness Program
• Optional add ons such as pet insurance, legal service support, and more!

About the Company

• ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation.
• Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.

Equal Opportunity

• ZoomInfo is committed to protecting your privacy when you apply for jobs with us. Please review our Job Applicant Privacy Notice for more details on how we handle your personal information.
• ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.
• ZoomInfo is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status.
• We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law.
• We also consider qualified candidates with criminal histories in accordance with legal requirements.
• For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
• An employer who violates this law shall be subject to criminal penalties and civil liability.
• ZoomInfo does not administer lie detector tests to applicants in any location.