ZL Tech is a company who focuses on our customers first, working across the globe serving large enterprises from all industries. As a Customer Success Manager, you will be a part of a team focused on delivering business value across our platform as our customers trusted advisor. You will be focused on building loyalty to ensure long-term client retention and growth by presenting product information, addressing customer issues and helping the sales team with expansion and renewals. You will actively manage a group of customers on their journeys from getting implemented onward. You will be the guide to our customers in understanding why customer experience is essential and how they can creatively address the needs of their users.

RESPONSIBILITIES

Helping clients maximize the value of their investment in the company’s products/services by identifying ways to improve performance, maximizing adoption rates and delivering high renewal rates. In this role, you should expect these responsibilities to be part of your day-to-day schedule:

• Establish trust at multiple customer levels.
• Drive positive renewals and build relationships with champions, decision-makers, and sponsors in coordination with sales account manager
• Drive high customer reference willingness
• Support the onboarding process for each new customer, from technical evaluation onward
• Drive regular and meaningful customer success review
• Assist the sales account team in identifying and driving expansion and adoption of our software and services
• Provide critical insights to the product team to improve our developing platform
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey
• Educate champions and their teams on the value of our solution, and help uncover use cases before they become emergencies
• Contribute to initiatives outside of customer conversations that better the customer experience, both low-touch and high-touch

QUANTITATIVE EXPECTATIONS

• Ensure positive customer renewal, champion sentiment, and executive sponsorship.
• Achieve customer reference willingness and meet net retention rate targets.
• Coordinate and execute regular success reviews, handle customer tickets successfully.
• Collaborate with account executives on planning, expansion, and retention.
• Analyze and derive total addressable market, manage customer license utilization

SKILLS AND QUALIFICATIONS

• 3-5 years in enterprise software customer experience
• Technical curiosity or experience paired with the ability to learn and master company solutions and domain
• Proficient in clear customer communication, devising strategies for base expansion and retention.
• Demonstrated success in educating and cultivating relationships with executive decision-makers, with a track record of business adoption and expansion.
• Exceptional creative and critical thinking with a preemptive approach.
• Strong communication, presentation, and adaptability to swiftly adjust strategies for customer needs.
• Proven ability to manage multiple complex customer journeys simultaneously

PREFERRED SKILLS

• Industry specific domain and product expertise
• Experience managing accounts for a product that solves the most complex problems across many business units
• Experience working with SaaS products