Manager, Customer Success
At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo.
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
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Lead a team of Dedicated CSMs, ensuring they own and drive customer success strategies tailored to the Mid-Market.
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Implement and iterate best practices in customer lifecycle management, focusing on value realization, expansion opportunities, and long-term retention.
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Act as an escalation point for complex customer issues, ensuring resolution and positive customer satisfaction.
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Foster a culture of positivity, accountability, strategic thinking, and continuous improvement among CSMs.
Relationship Management & Expansion
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Guide CSMs in building strong, trust-based relationships with key stakeholders, including C-level executives, decision-makers, and main point of contact.
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Develop strategies to expand our footprint within customer organizations, ensuring ZI is a trusted advisor in their go-to-market strategy.
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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
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Align Sales, Product, and Support teams to deliver a seamless customer experience.
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Ensure CSMs effectively coordinate resources to resolve challenges and drive customer outcomes.
Product Expertise & Business Strategy
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Ensure CSMs have deep knowledge of ZI’s product suite to align technology with customer strategies.
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Help CSMs navigate customer optimization efforts to their go-to-market efforts, leveraging industry insights and long-term planning.
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Ability to plan and set priorities with your teams for the year to achieve outcomes and set targets.
Risk Mitigation & Performance Optimization
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Implement proactive risk management frameworks to identify and address churn or subscription contraction risks
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Track and act off of key success metrics to drive retention, expansion, and customer satisfaction.
What You Bring:
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3+ years managing Customer Success or external facing teams in SaaS, technology, or consulting.
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Strong expertise and proven experience in customer lifecycle management, strategic planning, and risk mitigation.
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Proficiency in CRM and Marketing Automation tools (SFDC, Marketo, HubSpot, etc.).
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Excellent communication, leadership, and analytical skills.
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. Learn more about ZoomInfo benefits here.
- 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.
#LI-DB
#LI-Hybrid
Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process. 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. Learn more about ZoomInfo benefits here.
About us:
ZoomInfo (NASDAQ: ZI) is the trusted go-to-market platform for businesses to find, acquire, and grow their customers. It delivers accurate, real-time data, insights, and technology to more than 35,000 companies worldwide. Businesses use ZoomInfo to increase efficiency, consolidate technology stacks, and align their sales and marketing teams — all in one platform.
ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.
ZoomInfo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunities for applicants and employees regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic or status protected by applicable law. At ZoomInfo, we also consider qualified candidates with criminal histories, consistent with legal requirements.
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At ZoomInfo, we're on the lookout for someone who’s not just a Manager of Customer Success but also a champion for our clients in the Mid-Market segment. If you thrive in an environment that values accountability, creativity, and teamwork, you’ll feel right at home with us in Waltham, Massachusetts. In this role, you’ll not only lead a dedicated team of Customer Success Managers (CSMs) but also spearhead strategies to ensure customers get the absolute most out of their ZoomInfo experience. Your day-to-day will involve nurturing strong, trust-based relationships, especially with key decision-makers. Picture yourself navigating customer journeys, ensuring that challenges are swiftly resolved, and opportunities for expansion are always on the horizon. You’ll also have the chance to foster a positive culture among your team focused on strategic thinking and continuous improvement. Collaboration is at the heart of what we do, so you’ll work closely with Sales, Product, and Support teams to deliver seamless experiences. If you have a strong background in customer lifecycle management and understand the SaaS landscape, this position aligns perfectly with your skill set, offering you the platform to make a real impact. So, if you're ready to lead a high-performing team and drive tangible business outcomes while enjoying comprehensive benefits and a fantastic work environment, ZoomInfo could be your next great career move.
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ZoomInfo was founded in 2000 and is headquartered in Vancouver, Washington. The company offers a business-to-business data platform utilized by sales and marketing teams, recruiters, and other business professionals for lead generation and detaile...
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