Senior Strategic Customer Success Manager

About the role

We are seeking a Senior Strategic CSM to join our Customer Success team. This individual will drive product adoption, retention, and growth by delivering high levels of business value and cultivating deep customer relationships with strategic accounts.

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
• Translate customer data into insight - analyze usage, adoption, and performance data to build a compelling narrative that connects ZoomInfo's value directly to the customer's business outcomes
• Conduct business/gap analysis with strategic accounts to uncover unmet business needs, workflow inefficiencies, or underutilized capabilities, and design a consultative strategy to close those gaps
• Bring a solutions consulting mindset to account management - diagnose the "why" behind adoption or performance trends, not just the "what," and prescribe tailored solutions (process, product, or enablement) to solve them
• Identify customer use cases and business problems to solve, sharing best practices on what success looks like with similar organizations
• 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, sustainable relationships with customers through the full life cycle of the subscription ensuring their success
• Build and deliver regular business reviews that tell a clear, data-driven story - linking usage trends, ROI, and strategic recommendations into a cohesive narrative for senior stakeholders
• 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

Requirements

• 8+ years of customer success, account management, or sales experience in a competitive SaaS environment
• 5+ years working with Strategic level accounts
• 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
• Prior experience in solutions consulting, sales engineering, business consulting, or a similarly analytical/advisory customer-facing role is strongly preferred
• Demonstrated ability to translate complex data sets into clear, business-relevant stories and actionable recommendations for stakeholders
• Strong analytical and diagnostic skills - comfortable digging into customer data to identify root causes of risk or underperformance, not just surface-level symptoms
• Excellent communication skills, including issue tracking, triaging and crisis management
• Communicates with internal and external customers and all levels of management
• Understands how to communicate difficult/sensitive information tactfully
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships
• Self-motivated, collaborative and scrappy team player with innovative ideas to inspire customer loyalty and adoption

Qualifications

• General understanding of sales methodologies and playbooks like Sandler, Winning By Design, MEDDIC a plus!
• Bachelor's Degree or Master's Degree preferred

Skills

• Strong analytical and diagnostic skills
• Excellent communication skills
• Understanding of customer data and its connection to business outcomes
• Solutions consulting mindset
• Ability to translate complex data into clear, actionable recommendations
• Experience with customer success and account management
• Ability to work closely with internal stakeholders
• Effective communication with non-technical audiences
• Ability to identify and address customer needs and pain points

Benefits

• Comprehensive benefits package including medical, dental, vision, 401k matching, parental leave, and more
• Flexible work schedule with options to work from home or one of our office locations
• Opportunities for professional development and growth
• Competitive salary range of $105,000 to $128,000 + commission + benefits

Pay

The US base salary range for this position is $105,000 to $128,000 + commission + benefits. Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training.

Schedule

This is a hybrid position, working a minimum of three days per week from one of our office locations - Waltham MA, Bethesda MD, or Vancouver WA