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Customer Success Manager II

Chorus.ai

Chorus.ai

Customer Service, Sales & Business Development
Waltham, MA, USA
Posted on Wednesday, January 10, 2024

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.

We are looking for an experienced, passionate, results oriented Customer Success Manager. 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 energetic leader will be responsible for all aspects of strategic account management, adoption, and customer success planning. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers.

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

Qualifications:

  • 2+ years of customer success, account management, or sales experience in a competitive SaaS environment
  • 2+ years working with Mid-Market level accounts
  • 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!
  • Bachelor's Degree or Master's Degree
  • Awesome sense of humor

The US base salary range for this position is $70,000 - $85,000 + variable compensation + equity + benefits.

Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.

We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.

About us:

ZoomInfo (NASDAQ: ZI) is the trusted go-to-market platform for businesses to find, acquire, and grow their customers. It delivers accurate, real-time data, insights, and technology to more than 35,000 companies worldwide. Businesses use ZoomInfo to increase efficiency, consolidate technology stacks, and align their sales and marketing teams — all in one platform.

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. We are committed to equal employment opportunities for applicants and employees 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 or status protected by applicable law. At ZoomInfo, we also consider qualified candidates with criminal histories, consistent with legal requirements.