Manager, Customer Success

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.

What You'll Do:

Customer Lifecycle & Engagement

• 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.

Relationship Management & Expansion

• 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.

Orchestration & Cross-Functional Collaboration

• Align Sales, Product, and Support teams to deliver a seamless customer experience.

• Ensure CSMs effectively coordinate resources to resolve challenges and drive customer outcomes.

Product Expertise & Business Strategy

• 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.

Risk Mitigation & Performance Optimization

• 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.

What You Bring:

• 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.

• Incredibly strong onboarding program - be set up for success in your first 90 days
• Ongoing training to help you grow
• Market leading product offering (check our our long list of G2 awards)
• Comprehensive Medical, Dental, Vision
• Eligibility for Future Equity Awards
• 401k Matching (50% of the first 7% of your contribution)
• 12 weeks Parental Leave for primary caregivers, 4 weeks for secondary caregivers
• Family forming benefits up to $20k, plus discounts on a Care.com membership
• Virgin Pulse Wellness Program
• Optional add ons such as pet insurance, legal service support, and more!

This role reports into Director, Customer Success.

This hybrid position requires a minimum of three days per week in one of our core offices - Waltham MA, Bethesda MD, or Vancouver WA.

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