Customer Success Manager

2 weeks ago

New York, United States Zoomin Full time

Zoomin, based in Tel Aviv, New York and London, backed by top investors including General Atlantic, Bessemer, Salesforce Ventures and Viola Growth, is the leading knowledge orchestration platform, empowering enterprise customers to independently use products to their greatest potential. Zoomin delivers the most relevant, personalized product answers to each user, wherever they need it, within an intuitive, self-service experience. This radically improved product content experience deepens product usage, prevents frustration-driven churn and reduces burden on support. Using proprietary analytics, Zoomin provides actionable insights that guide decision-making across the enterprise.


As a Customer Success Manager (CSM) in our New York City office, you will be the dedicated point of contact and success partner for assigned clients, playing a pivotal role in ensuring they get the full value from our products. This will mean developing strong relationships with our customers and understanding their business needs. You will be their advocate with our internal teams, and you will be their guide to our products and services, sometimes training on new features, sometimes identifying new opportunities or empathetically problem solving an issue. Underwriting all of this activity will be a strong focus on and understanding of the power of data and measurement.

This role will be based in the US, preferably in New York City.


Responsibilities

  • Build and maintain strong relationships with a portfolio of enterprise customers, serving as their advocate and primary point of contact.
  • Ensure customers understand the full value proposition of our products and are set up for success.
  • Monitor key customer success metrics and reports, identifying trends and areas for improvement. Regularly analyze content data to explain trends and influence decisions and customer strategy.
  • Proactively identify customer needs, challenges, and opportunities for growth.
  • Create tailored customer success plans to drive adoption, engagement, and renewal; implement them.
  • Collaborate with cross-functional teams (e.g., product, delivery, support, and account management) to ensure customer happiness and success.
  • Champion the voice of the customer by providing feedback and insights to improve product development and develop customers into devoted advocates.


Requirements:

  • 5+ years of experience in client-focused work, such as Customer Success or Business Consulting (8-10 years preferred).
  • Real world experience influencing business decisions with a mixture of best practices and rational data interpretation and analysis
  • Strong understanding of the customer journey and ability to build rapport with people from all levels of customer organizations.
  • Excellent communication, presentation, and interpersonal skills.
  • Proven track record of exceeding customer expectations and driving positive business outcomes.
  • Proficient in customer success software (e.g., Salesforce).
  • Ability to work independently and manage multiple priorities simultaneously.
  • Enthusiasm for enterprise content and a passion for helping others succeed.


Benefits:

  • Stock options
  • Medical, Dental, and Vision benefits
  • Unlimited PTO
  • Birth and bonding leave


Salary Target - $115K - $125K + Bonus


Zoomin is an equal opportunity employer. Consistent with our mission of serving a diverse and global audience, we value a diverse workforce and inclusive culture which reflects that. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

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