Customer Success Manager III

Overview

Zoom Info is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast.

Zoom Info is looking to add talented and passionate people to our Customer Success team! We are looking for a Customer Success Manager III to work with our International Enterprise customers. This individual will drive product adoption, retention, and growth by delivering high levels of business value as well as cultivating deep customer relationships with some of the world’s most iconic companies currently using Zoom Info.

This Enterprise CSM will be responsible for all aspects of enterprise account partnerships, adoption, value realization, and customer success planning. The book size will range from 20-30 accounts where you will develop and execute strategic account plans focused on expansion, deliver business reviews, and drive overall customer satisfaction with our enterprise customers.

• Manage a book of international/multi-national enterprise accounts with a focus on customer value creation that results in maximizing performance against renewals, upsell, and cross-sell targets by creating innovative go-to-market plays leveraging the entire Zoom Info GTM Intelligence Platform
• Act as an extension of the customer, being a proactive advocate within Zoom Info and the customer to accomplish defined objectives
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive large-scale change management to maximize product adoption and achieve full business value
• Display a well thought out and organized perspective on what is required to help support the customer's and ZI's business outcomes. Implement, monitor and update measurable strategies to drive success forward
• Develop and proactively maintain Customer Success Plans, tracking the customer's key objectives, success metrics and drive value realization
• Handle moderate escalations in the absence of leadership by effectively navigating within the internal organization and orchestrating cross-functional teams to drive to resolution
• Manage the customer across the entire Zoom Info product set; displays a strong understanding of each product, use cases it solves for and how to strategically apply those to the customer's objectives and priorities
• Proactively grow the breadth and depth of relationships and use cases within assigned customers
• Understand the customer's business goals, challenges and success metrics to proactively deliver tailored solutions
• Collaborate across internal teams to ensure alignment of goal and drive customer outcomes forward
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Inform and educate customers on new product features and releases
• Other related duties as assigned

• 5+ years of customer success, account management, or sales experience in SaaS or similar industry
• 3+ years of demonstrated success working with International/Multi-National Enterprise size accounts
• Bachelor's Degree or Master’s Degree preferred
• Broad knowledge and experience in Sales and Marketing processes, systems, and strategies
• Experience with Sales and Marketing technology such as Marketo, Salesforce, etc.
• Ability to partner closely with the Account Management team, and other cross-functional teams in developing and executing customer growth strategies
• Excellent communication skills, including issue tracking, triaging and escalation management
• Ability to efficiently manage and organize multiple customer projects simultaneously
• Communicates with internal and external customers and all levels of management
• Effectively communicate technical information to non-technical audiences
• Delivers informative, well-organized, executive ready presentations
• Understands how to communicate difficult/sensitive…