Customer Success Manager (Implementation)
Customer Success Manager (Implementation)
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Job Description
IMPORTANT: Please be aware scammers may try to impersonate Zello by reaching out regarding job opportunities. We will never ask you for bank account information checks or other sensitive information as part of our hiring process. All correspondence will come from the email domain. If youre unsure please email with questions.
About Zello
Zello is a voice-first communication platform powered by our industry-leading push-to-talk technology to improve collaboration and productivity for desk-less workers. With over 175 million users were the #1 rated push-to-talk app in the world delivering 9 billion (yes with a B) messages a month.
At Zello our company values are at the heart of what we do everyday. Were proud to serve the frontline were privileged to connect people in times of crisis across the globe and were honored to support first responders.
And this is where you come in.
About the Role
As a Customer Success Manager (Implementation) at Zello you will serve as a trusted advisor and strategic partner to a portfolio of our largest and most complex enterprise and mid-market customers. You will own the end-to-end customer journey building strong relationships driving adoption ensuring ROI and identifying opportunities for growth. This high-touch role is ideal for a relationship-focused CSM with a strong business acumen exceptional communication skills and a deep understanding of enterprise SaaS delivery.
You will work closely with cross-functional teamsincluding Sales Product Marketing and Supportto deliver a tailored white-glove experience that aligns Zellos solutions to your customers business goals. Your success will be measured by customer satisfaction retention expansion and strategic impact.
What youll do
Own and manage a portfolio of high-value enterprise and mid-market accounts cultivating deep and lasting relationships with executive stakeholders and key decision-makers.
Guide and support implementation and technical onboarding working closely with technical teams to ensure seamless deployments.
Lead strategic business reviews (QBRs) alignment workshops and executive touchpoints to communicate ROI share product updates and align on long-term goals.
Serve as the primary point of contact and trusted advisor throughout the customer lifecyclefrom onboarding and implementation to renewal and expansion.
Drive product adoption and ongoing value realization by deeply understanding each customers unique workflows KPIs and operational objectives.
Drive upsell and renewal opportunities contributing directly to revenue growth.
Develop and execute tailored success plans for each customer to align with their goals and track progress against measurable outcomes.
Proactively manage customer health identifying risks and taking timely action to mitigate churn.
Advocate for your customers internally influencing product development and roadmap decisions with customer insights and feedback.
Partner with Product Marketing to deliver customer education materials including use-case-based training best practices and executive briefings.
Who you are
2 years of experience in a high-touch Customer Success or Account Management role preferably supporting enterprise customers in a SaaS environment.
Experience managing full-cycle implementation at the enterprise level or equivalent.
Demonstrated success building trusted relationships with VP and C-level stakeholders at Fortune 1000 or equivalent organizations.
Strategic thinker with the ability to translate business goals into actionable success plans and influence customer decision-making.
Excellent communicator with strong presentation negotiation and facilitation skills.
Proven ability to navigate complex organizations manage competing priorities and drive consensus.
Proficient in using CSM and CRM tools (e.g. HubSpot Gainsight Salesforce) and comfortable working with data and dashboards to inform decisions.
A customer advocate who is passionate about delivering exceptional customer experiences and creating long-term value.
Self-starter with a proactive mindset and a team-first attitude thriving in a fast-paced collaborative environment.
We hire for potential passion for our mission and a knack for solving difficult problems over checking every qualification box. We have competitive pay equity with significant upside and intentionally design our benefits to encourage healthy and well-balanced employees flexible schedules and time off. We even offer a sabbatical after every five years of service so youre able to pursue and enjoy what matters most to you. And of course we wouldnt be a technology company in Austin without a ping-pong table and free snacks in our break room. Join us!
Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
#LI-Hybrid
Required Experience:
Manager
Employment Type
Full-Time
