About Zeni

Zeni is on a mission to build the world's most advanced CFO-As-A-Service platform, build from the ground up using AI and ML. You'll be working with a team that has spent the last six years building and scaling one of the most successful human-assisted AI platforms.

Zeni provides startups with a fast, reliable, full-service AI-powered bookkeeping and accounting solution so they can optimize their business daily. With Zeni, startups have access to real-time financial insights via their Zeni Dashboard, and a team of finance experts to manage their every finance function for a flat monthly fee — daily bookkeeping, yearly taxes, bill pay and invoicing, financial projections, budgeting, payroll administration, and more. Our mission is to make financial management a “Zen” experience for our customers.

Zeni has a growing and talented team across the U.S. and India. To-date, our business growth is 100% attributed to organic channels, and we’re investing in our growth with strategic hires across marketing, sales, and customer success in 2022 and beyond. Zeni is a Series B SaaS fintech backed by leading tech investors, founded in 2019 by twin brothers and serial entrepreneurs Swapnil Shinde and Snehal Shinde. 

What we're looking for

The Customer Success team is responsible for setting customers up for success. The team serves as primary points of contact for customers, coordinates and conducts all activities throughout the customer’s Zeni experience. 

The Customer Success team will serve as a liaison between the various teams on the customer side, and the matching internal functions within Zeni, including sales, US finance team, and India finance operations. The right candidate for this role will embody entrepreneurial thinking, take an analytical and strategic approach to each customer engagement and the role itself, and will be a master of using good judgment and project management. 

Responsibilities

Under the general supervision of the Director, Customer Success, the Senior Customer Success Manager will serve as the first point of escalation for customer issues. This role will be responsible for working cross functionally to solve customer issues, upsell, cross sell, and renewing all customers. 

This candidate will need to dive head-first into mastering the Zeni product and develop a basic understanding of finance operations within tech startups. While an accounting education or background is not required, the Senior Customer Success Manager should feel confident explaining and conceptualizing how our solutions work to solve a variety of unique customer business needs. This requires relationship management skills as much as technical knowledge. 

The role also requires experience dealing with conflict management and customer management. Experience working within a POD like team, handling customer escalations and maintaining customer satisfaction is required. 

Desired Skills and Experience

• Build strong relationships at the customer, from executive to daily operators
• Be a consultative trusted advisor for the customer by building in depth relationships and understanding the business goals and objectives
• Be a product and industry expert, and act as a trusted advisor and consultant to ensure your customer is leveraging the full value of Zeni
• Develop, execute on and maintain strategic account plans and QBRs to drive business value and ROI
• Partner with the financial operations’s account team and lead internal and client facing planning, prioritization, and delivery
• Collaborate with internal stakeholders (Engineering, Product, Sales, Support, Fin. Ops, Onboarding, and Execs) to achieve customer goals, acting as the voice of the customer to provide visibility, resolve escalations, and deliver shared roadmap goals
• Drive all phases of the account lifecycle - retention, renewal, and upsell / growth
• Consistently achieve high customer satisfaction and growth across business lines by executing strategies that maximize contract value while protecting and enhancing the customer relationship
• Identify, clearly communicate and manage risk through proactive touchpoints and taking the lead in developing resolution strategies
• Design and execute on a value roadmap for your customers
• Be consultative and bun-depth relationships, and a complete understanding of their business goals and objectives

Requirements/Qualifications

• 5 years of relevant experience in a client-facing project management, onboarding, or customer success role
• Experience working with large enterprise customers with deep technical/product needs
• Ability to navigate enterprise organizations’ political landscape to develop and expand relationships at all levels while driving large-scale, high-visibility, strategic initiatives for customers
• Excellent executive presence through written and verbal communication.
• Ability to understand and sell against the competitor landscape
• You are flexible, learn quickly, and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment
• Ability to gather and use data to inform decision making and persuade others, both internally and externally
• You enjoy planning, adjusting, executing, winning, and celebrating as a team
• Experience in the technology/SaaS space. Financial start-up industry experience is a plus

Nice to Haves, but not required

• Experience at financial tech startup
• Accounting background with knowledge of current finance tech stack applications (Quickbooks, Stripe, Bill.com, etc.)

Our Culture and Perks

We approach work with a calm focus and a sense of humor, while keeping sane working hours. At Zeni, we also have a culture where ideas come from the bottom up! Ownership, trust and support will be afforded to you in a setup that will allow you to be yourself and add value like never before. You’ll receive a competitive salary package and stock, plus perks, with flexible and remote working hours. Social responsibility is something we believe in and regularly volunteer with our community partners with the full support of the company.

Perks

• Medical, dental & vision insurance coverage
• 12 weeks fully paid Parental Leave, plus an additional 8 weeks flex-time for Moms when returning to work
• 401K
• Unlimited PTO
• Education/CPE reimbursement
• WFH reimbursement to support your home office needs (If your role allows for remote)

*Zeni is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind, including race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. We participate in the E-Verify program to ensure eligibility for employment with the United States once an offer is accepted.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Zeni makes hiring decisions based solely on qualifications, merit, and business needs at the time.