Customer Success Manager II

$53,760 - $84,480/Yr

ZoomInfo Technologies - Waltham, MA

Full-time - Mid Level

Hybrid - Waltham, MA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability, and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo. ZoomInfo is growing and looking to add talented and passionate people to our Customer Success team! This individual will drive product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world's most iconic companies currently using ZoomInfo. This Customer Success Manager (CSM) will be responsible for all aspects of strategic account partnerships, adoption, and customer success planning. This position will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of our customers. We provide world-class training while surrounded by incredible co-workers and leaders who have a vested interest in seeing you thrive. As a CSM, you will act as an extension of our strategic customers, being a proactive advocate within ZoomInfo and our customer base to accomplish defined objectives. You will 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. You will proactively grow the breadth and depth of strategic relationships within customers, closely manage and nurture accounts to identify and eliminate risk of attrition, and partner with internal ZoomInfo stakeholders to align account activities with the strategic customer's business case and strategy. Establishing trusted relationships with customers, you will ensure they are aware of and educated on new features and releases, monitor and identify adoption and utilization trends, and provide recommendations based on risk and customers' business needs. Additionally, you will identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal, while ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.

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 Mid-Market level accounts.
• 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!
• Bachelor's Degree or Master's Degree preferred.

Nice-to-haves

• Experience with sales methodologies and playbooks like Sandler, Winning By Design, MEDDIC.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Parental leave
• Pet insurance
• Vision insurance
• Wellness program