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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.
ZoomInfo is looking to add talented and passionate Senior Customer Success Manager to our Customer Success team! This individual will drive product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world’s most iconic companies currently using ZoomInfo. This Senior CSM is an IC role and will be responsible for all aspects of strategic account partnerships, adoption and drive strategic customer success planning along with team mentorship . This position will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of our customers.
What You'll Do:
- CS Technology & AI Enablement Leadership: Drive the vision, prioritization, and adoption of Customer Success technology and AI initiatives—partnering with RevOps for execution while mentoring the CS team on best practices and effective usage.
- Reporting & Insights Ownership: Lead the creation, direction, and continuous improvement of monthly CS reporting—defining requirements, identifying insights with AI-driven analysis, and delivering clear, actionable recommendations to CS leadership.
- Strategic Account & Value Management: Develop and execute sophisticated success plans for a portfolio of enterprise customers, ensuring they achieve their desired business outcomes and see measurable ROI.
- Multi-Product Solution Architecture: Become a deep subject matter expert across our entire suite of products. Advise customers on how to best leverage different products in an integrated way to solve complex business challenges.
- Data-Driven Storytelling & Tool Mastery: Proactively monitor customer health, adoption, and performance using Gainsight and other analytics tools.
- Build and maintain sophisticated reports and dashboards in Salesforce and our BI platforms to track key performance indicators.
- Translate complex data into clear, actionable insights and present them to executive stakeholders during business reviews.
- AI Champion & Strategist: Act as an internal and external champion for AI adoption. Leverage internal AI tools to increase your own productivity and effectiveness.
- Stay on the cutting edge of AI trends and bring innovative ideas back to the team and our customers.
- Commercial Ownership: Proactively identify and flag expansion opportunities (upsell/cross-sell) for the team. Take ownership of the renewal process for your accounts, ensuring high retention rates through proactive value delivery.
What You Will Bring:
- 7 to 10 years of experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS company catering to US Customers only
- Expert-level proficiency with Salesforce (Mandatory) for reporting, dashboarding, and account management and with any major CS Platform, preferably Gainsight.
- Flexible to work in US Time Zone ,both 5 pm to 2 am IST / 7 pm to 4 am IST (Depend on business requirement)
- Demonstrable experience in data analysis in manipulating data to find trends, prove value, and build a business case.
- Experience with BI tools (Tableau, Power BI, etc.) is a significant plus.
- AI Acumen & Practical Exposure: A genuine passion for Artificial Intelligence and its application in business.
- Proven exposure to leveraging AI tools
- Strong commercial acumen with a proven track record of meeting or exceeding renewal and net retention targets.
- Exceptional executive presence and communication skills, must be confident presenting data and strategic recommendations to senior leaders. And should have proactive, analytical, and results-oriented mindset.
- This is a mandatory hybrid role (3 days Work from Office and 2 days Work from home)
About us:
ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.
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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, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities 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 protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. ZoomInfo does not administer lie detector tests to applicants in any location.
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ZoomInfo Chennai, Tamil Nadu, IND Office
11th Floor, GLOBAL INFOCITY PARK, Chennai, India, 600096
