This is a remote position.
As a Customer Success Manager, you will work directly with the executive leadership team to create systems and workflows that give our customers the best experience they need to be successful in their use of Zight.
Responsibilities
- Develop a trusted advisor relationship with customers.
- Represent and convey the Zight value proposition to audiences ranging from Sr. Executives to technical stakeholders, driving adoption, engagement, and growth.
- Ensure internal alignment on account strategy by partnering with Account Executives, Marketing, and Executive team to engage in pre-sales motions as necessary, develop and execute customer success plans and create the conditions for adoption and expansion.
- Continually assess, document, and analyze customer progress toward stated goals and results, engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction.
- Gather customer product feedback to shape product roadmap development.
- Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders.
- Implement processes around retention, referral, expansion.
- Own all renewals for enterprise clients, ensuring a seamless and positive experience throughout the renewal process.
Requirements
- BA/BS degree or equivalent commercial experience required.
- Demonstrated tenure and success in an account management, sales or implementation role at a software/SaaS company.
- Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts.
- Excellent organization, project management, time management, and communication skills.
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience.
- Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment.
- Proven ability to build and sell business cases to customer teams
- Willingness to 'roll up one's sleeves' and assist wherever needed.
- Team player who will innovate to continue improving the way Zight serves its customers.
- Proven track record of owning renewals for enterprise clients in a B2B SaaS company, demonstrating the ability to ensure continued satisfaction, drive renewal rates, and contribute to revenue growth.
Benefits
About our Work Environment
We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.
- Medical, dental, and vision insurance
- 401K program to help you invest in your future
- Flexible vacation time to promote a healthy work-life balance
- Paid parental leave to support you and your family
To help us get a better understanding of you and to stick out in the crowd of applicants, please feel free to submit an optional intro video link of yourself recorded using (zight.com).
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