Manager of Customer Success, ZoomInfo
$94.1-147.8k
+ Eligibility for Future Equity Awards
3+ days a week in office (Waltham, MA)
Market intelligence and contact details database
Be an early applicant
Market intelligence and contact details database
1001+ employees
Be an early applicant
$94.1-147.8k
+ Eligibility for Future Equity Awards
3+ days a week in office (Waltham, MA)
1001+ employees
Company mission
To unlock the growth potential of professionals and businesses with a modern end-to-end revenue operating system.
Role
Who you are
- 3+ years managing Customer Success or external facing teams in SaaS, technology, or consulting
- Strong expertise and proven experience in customer lifecycle management, strategic planning, and risk mitigation
- Proficiency in CRM and Marketing Automation tools (SFDC, Marketo, HubSpot, etc.)
- Excellent communication, leadership, and analytical skills
What the job involves
- We’re seeking a Manager of Customer Success to lead our Customer Success Managers (CSMs), supporting our Mid-Market segment. This role drives customer engagement, retention, and expansion by ensuring our customers maximize the value of ZoomInfo (ZI) solutions
- You will develop strategies that empower your team to own the customer lifecycle, build strong relationships, coordinate internal and external teams, and provide strategic guidance while proactively mitigating risk
- ZI’s Customer Success organization accelerates our customers’ ability to reach their ideal customers through personalized guidance and innovative solutions. This is an opportunity to lead a high-performing team, shape customer engagement strategies, and drive measurable business outcomes
- This role reports into Director, Customer Success
- Lead a team of Dedicated CSMs, ensuring they own and drive customer success strategies tailored to the Mid-Market
- Implement and iterate best practices in customer lifecycle management, focusing on value realization, expansion opportunities, and long-term retention
- Act as an escalation point for complex customer issues, ensuring resolution and positive customer satisfaction
- Foster a culture of positivity, accountability, strategic thinking, and continuous improvement among CSMs
- Guide CSMs in building strong, trust-based relationships with key stakeholders, including C-level executives, decision-makers, and main point of contact
- Develop strategies to expand our footprint within customer organizations, ensuring ZI is a trusted advisor in their go-to-market strategy
- Empower CSMs to communicate effectively across multiple levels of customer organizations, influencing business outcomes and aligning customer goals with ZI capabilities
- Align Sales, Product, and Support teams to deliver a seamless customer experience
- Ensure CSMs effectively coordinate resources to resolve challenges and drive customer outcomes
- Ensure CSMs have deep knowledge of ZI’s product suite to align technology with customer strategies
- Help CSMs navigate customer optimization efforts to their go-to-market efforts, leveraging industry insights and long-term planning
- Ability to plan and set priorities with your teams for the year to achieve outcomes and set targets
- Implement proactive risk management frameworks to identify and address churn or subscription contraction risks
- Track and act off of key success metrics to drive retention, expansion, and customer satisfaction
Our take
It was only a few years ago when B2B sales teams relied on warm introductions and contact books. Now, cloud-based CRM, automation and Big Data are critical tools for any selling process. ZoomInfo’s B2B contact base has played a massive part in that journey.
The company primarily helps salespeople find potential customers. Crucially, ZoomInfo then leverages technology to help make that approach as successful as possible. Think contact details of the most likely budget holder at that company, signal for when and how to approach and crucial updates on the company’s fortunes.
ZoomInfo has grown significantly over the previous few years and is now shifting its approach to pursue more inorganic growth through mergers and acquisitions, acquiring several companies in 2022, including the job recruitment website Comparably.
The risk for ZoomInfo is that these moves represent expansion beyond its traditional strengths in top-of-funnel customer acquisition. The company will need to ensure that it maximizes synergies in order to win in these markets. The company has expanded operations in India and is set to see further expansion, as indicated by its appearance on the Fortune Future 50 list of robust and growing companies in 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (1 round)
Jul 2004
$7m
SERIES A
Total funding: $7m
Company benefits
- Benefits for the Best You - 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
- Base Pay - We attract and retain the best talent with competitive compensation that aligns with industry benchmarks and merit programs yearly for promotions and salary increases based on performance, time in role, and position to market
- Bonus - When you crush it, we like to celebrate! Bonuses are awarded annually in connection with company and individual performance
- Equity - We offer each employee a generous equity award in the form of RSUs, so they can directly feel the results and success of their hard work
- Vacation & Time Off - We know everyone's needs are different so we offer flexible paid time off plans including an unlimited vacation option for many employees
- Hybrid Working Model - We offer flexible hybrid remote working models to promote equity, employee wellness, and work life balance
Company values
- We are Difference Makers
- We are One Team, One Dream
- We Define New Possibles
- We Get Stuff Done
- Out Bar is High
- We are Fanatic About Our Customers' Success
Company HQ
Vancouver
Articles
Leadership
Henry Schuck
(CEO)Originally founded DiscoverOrg which went on to become ZoomInfo through an acquisition in 2019.
Salary benchmarks
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