Customer Success Manager, Zappi
$70-78k
+ 20% commission (OTE)
Consumer insights enterprise platform
Job no longer available
Consumer insights enterprise platform
201-500 employees
Job no longer available
$70-78k
+ 20% commission (OTE)
201-500 employees
Company mission
To create brand, shopping, and advertising work that works for consumers.
Role
Who you are
- 2+ years working within a Customer Success SaaS or equivalent role
- Experience and interest in technology, marketing, market research, consumer insights, and contributing to the growth of large organisations
- Excellent written and verbal communication skills to ensure clear and impactful interactions with customers and stakeholders
- Highly responsive while maintaining attention to detail
- Strong team player, able to collaborate with internal and external stakeholders and also able to take ownership of tasks
- Able to prioritize a customer-centric approach, aiming to foster lasting relationships and positive customer experiences
- Comfortable working with tight deadlines while delivering results that contribute to overall objectives
- Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making
- Based in and around Massachusetts and able to travel to visit clients when necessary as well as participate in internal workshops, quarterly business reviews and team offsites
- You are obsessed with helping customers maximise the value they get from every interaction with Zappi
- You are a self-starter with the ability to juggle multiple conflicting priorities, you are able to provide high-quality and responsive customer service, you are solution focused, and you are able to proactively identify opportunities which drive the adoption of Zappi
What the job involves
- We are looking for a Customer Success Manager who is obsessed with delivering outstanding value to your customers
- Customer Value – As a Customer Success Manager, your #1 goal will be to make sure that our customers are extracting the most possible value from our platform. You will partner with customers to achieve their desired outcomes and identify and resolve any blockers to success
- Customer Onboarding and Training – Working closely with the Sales and Onboarding team, you will be responsible for ensuring that customers have a great onboarding experience, quickly achieve return on investment and are regularly trained on the latest and greatest that Zappi has to offer
- Tool/Platform Expert – As the day-to-day contact for our customers, you will need to be an expert on all of our tools and our platform so that you can advise customers on the best possible solutions and optimisations to achieve their business goals
- Account Retention and Growth - You will retain and grow the revenue within your book of business, effectively resolving churn risks and partnering with Sales and Marketing to identify and facilitate opportunities for expansion
- Relationship Building- In order to be successful within the role, it will be crucial that you build strong relationships based on honesty and trust, both with your customers as well as internal stakeholders (Sales, Marketing, Operations, Development). You will build connections across multiple layers of mid-market and Enterprise organisations
- Customer Advocate - You will need to represent the voice of our customers within our organisation so that we are building and moving in the direction that will give the customer greater value. You will effectively communicate with product, marketing, sales, and engineering to deliver customer centric solutions
Our take
Zappi was founded in 2012 as a market research company that helps brands and advertisers find new ways to engage with their customer base. Working in data science, strategy consultation, and product innovation, Zappi creates solutions for brands as varied as Pepsi, Haleon, and Vodafone to maximise their audience engagement.
In 2022, Zappi moved into a solely software-as-a-service business model and created Zappi Amplify TV, an insight tool for TV-advertising effectiveness measurement. This plus investment in new talent exemplifies how, like the demographics-focused industry they serve, Zappi is always prepared for change.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Dec 2022
$170m
GROWTH EQUITY VC
Feb 2019
$8m
EARLY VC
Total funding: $193.9m
Company benefits
- Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
- Flexible working arrangements, including remote (unless otherwise specified)
- Thoughtfully designed offices to support both individual work and collaboration without interrupting others
- Generous hardware budget – get what works for you
- Support setting up your home office, if appropriate (chair + desk, etc)
- Wellbeing benefits such as free yoga and access to trained therapists / counselors
- Tailored personal development through training allowances, coaching, mentorship and career frameworks
Company HQ
South Boston Waterfront, Boston, MA
Leadership
Steve Phillips
(Founder, Chair & Chief Innovation Officer)Previously partner at Tuned In Research and Chairman at Tonic Insight.
Salary benchmarks
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