Sr. Customer Success Manager

Overview

Job Description

Responsibilities

• - Independently manage 50+ accounts in a high-touch environment
• - Build and maintain strong relationships with assigned customers and multiple stakeholders
• - Provide ongoing guidance, identify and collaborate on new use cases, and strategically identify expansion opportunities
• - Foster strong relationships with Sales & Success, Support, Product, Marketing, and Engineering teams
• - Coordinate across teams to rapidly address complex issues and manage escalations
• - Serve as a liaison between assigned customers and internal teams
• - Implement processes for monitoring and analyzing customer health metrics, usage patterns, and engagement levels
• - Provide regular health reports to customers and internal teams
• - Unlock unforeseen use cases that drive further adoption of Zapier within the organization

Required Skills

• - Experience working with customers in a SaaS environment
• - Strong understanding of working to mitigate churn and drive engagement and growth
• - 5+ years of experience in SaaS or Tech industry
• - 3+ years of experience as a Customer Success, Account Management, or another client-facing role for a SaaS product
• - Customer-centric mindset
• - Experience building and maintaining relationships both deep and wide within the organization
• - Data-driven with experience in data gathering, analysis, and reporting
• - Excellent written and verbal communication skills
• - Ability to solve complex, ambiguous problems
• - In-depth understanding of Zapier's product, its features, functions, and pricing

Benefits

• - Offers Equity
• - Offers Commission
• - Competitive and equitable compensation practices
• - Remote work flexibility