Customer Success Manager / Senior Customer Success Manager, Zappi
£52-58k
+ 20% commission potential that is eligible after onboarding
Tableau
Salesforce
GSuite
Gainsight
ChatGPT
Mid and Senior level
London
Consumer insights enterprise platform
Be an early applicant
Consumer insights enterprise platform
201-500 employees
B2BEnterpriseMarketingMarket researchSaaSAdvertisingeCommerce
Be an early applicant
£52-58k
+ 20% commission potential that is eligible after onboarding
Tableau
Salesforce
GSuite
Gainsight
ChatGPT
Mid and Senior level
London
201-500 employees
B2BEnterpriseMarketingMarket researchSaaSAdvertisingeCommerce
Company mission
To create brand, shopping, and advertising work that works for consumers.
Role
Who you are
- You will have empathy for our customers, a passion for advocating for them internally and will thrive on partnering with them to deliver on their business goals
- You focus on retention, customer experience, value extraction and working cross functionally to deliver success to our customers and Zappi
- These proactive solutions require creative problem solving and a desire to think “outside of the box”
- You are dedicated to 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
- Minimum of 3+ years working within Customer Success in SaaS preferably with enterprise accounts
- Experience and interest in technology, marketing, market research, consumer insights, and contributing to the growth of large organisations
- Experience managing a complex larger scale book of business comprised of mid market and enterprise customers valued at £2MM-£3MM+
- Proficiency in Business Intelligence (BI) tools like Tableau, Customer Relationship Management (CRM) tools like Salesforce, and/or Customer Success Platforms (CSP) like Gainsight
- Deep knowledge of all G-Suite products as well as other tools like Loom, Gong, ChatGPT, and/or other AI driven tools
- You have proven track of record completing projects with measurable results, scaling internal process and improving business outcomes
- Experience crafting detailed account plans and delivering business reviews
- Comfortable leading deep discovery to identify cross sell and up sell opportunities
- 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
- Able to work from out London office on a monthly basis
What the job involves
- The Customer Success team at Zappi is growing!
- We are looking for a Customer Success Manager/ Senior 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 and want to use it more for their research needs
- You will partner with customers to identify their objectives and 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 – 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, and enable users from all areas of the customer’s org
- 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
- Proactive Mindset - As you navigate your book of business, you will need to be able to work creatively to identify opportunities for growth, value and retention
- You will be able to quickly assess your customers, understand where their challenges are, and craft a comprehensive plan
- Data Driven - As a company that revolves around data, we expect our team members to be comfortable using data to inform your decision making
- You understand how to work strategically, tracking customer health, identifying growth opportunities, and maintaining close tabs on each of your customers as you navigate their customer journey
- Data is a tool you can use effectively to drive your proactive motions
- Process Scaling - You know how to take ownership of and coordinate initiatives that improve our business and the success of our customers
- You can articulate a problem and business need, put together a clear and comprehensive plan, and execute against it
- You know how to work cross-functionally and maintain clear communication with stakeholders
- Customer Success Managers will gain exposure to the inner workings of a growing company, learn how major brands use market research to drive their businesses forward, and influence how research can be used more effectively
Salary benchmarks
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
B Corporation
Company
Funding (last 2 of 3 rounds)
Dec 2022
$170m
GROWTH EQUITY VC
Feb 2019
$8m
EARLY VC
Total funding: $193.8m
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
(CEO)Previously partner at Tuned In Research and Chairman at Tonic Insight.
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