Customer Success Manager III

📌 Core Information

🔹 Job Title: Customer Success Manager III

🔹 Company: ZoomInfo Technologies LLC

🔹 Location: Waltham, Massachusetts, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Driving product adoption and retention.
• Cultivating deep relationships with customers from iconic companies.
• Developing and executing strategic account plans.
• Delivering high levels of business value to clients.

ASSUMPTION: The "Customer Success Manager III" title suggests a senior position requiring both strategic thinking and managerial skills to oversee significant accounts and initiatives.

📋 Key Responsibilities

✅ Act as a proactive advocate within ZoomInfo and the customer base to achieve defined objectives.

✅ Develop a trusted advisor relationship with strategic customer stakeholders.

✅ Grow the breadth and depth of strategic relationships within customers.

✅ Manage and nurture accounts to prevent attrition.

✅ Align account activities with strategic customer’s business case and strategy.

✅ Ensure customers are aware and educated about new features.

✅ Monitor adoption and utilization trends.

✅ Identify renewal risk and collaborate with teams to ensure success.

✅ Capture and convey customer feedback for product improvement.

ASSUMPTION: Given the complexity of handling strategic accounts and the emphasis on customer relationships, the role likely involves high-level interaction with both internal and external stakeholders.

🎯 Required Qualifications

Education: Bachelor's Degree or Master's Degree preferred

Experience: Minimum 2+ years in customer success, account management, or sales experience in a SaaS environment

Required Skills:

• Excellent communication and crisis management skills
• Ability to manage multiple projects
• Strong client relationship management

Preferred Skills:

• Understanding of sales methodologies like Sandler, Winning By Design, MEDDIC
• Self-motivated team player with innovative ideas

ASSUMPTION: The qualifications suggest the role is tailored for individuals with a mix of technical understanding and interpersonal skills, capable of navigating complex SaaS environments.

💰 Compensation & Benefits

Salary Range: $70,896 to $111,408 USD + bonus + benefits

Benefits:

• Comprehensive Medical, Dental, Vision plans
• Eligibility for future equity awards
• 401k matching and parental leave
• Health and wellness programs

Working Hours: Minimum of three days per week from the office

ASSUMPTION: The compensation package indicates that ZoomInfo values long-term employee investments and aims to attract and retain top talent with comprehensive benefits.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, with a focus on go-to-market intelligence solutions

Company Size: 1,001-5,000 employees, which suggests a mid-sized company with room for innovation and growth

Founded: Not specified

Company Description:

• ZoomInfo’s platform helps businesses grow with real-time insights.
• More than 35,000 companies use ZoomInfo globally.
• The company emphasizes data privacy and security.

Company Specialties:

• Sales intelligence and engagement
• Data orchestration and hygiene
• Account-based marketing (ABM) strategies

Company Website: http://zoominfo.com

ASSUMPTION: The company's emphasis on data intelligence solutions highlights its market-leading position in strategic sales and marketing.

📊 Role Analysis

Career Level: Mid to Senior-level management

Reporting Structure: Likely reports to Director of Customer Success or similar executive role

Work Arrangement: Hybrid, requiring presence in the office three days a week

Growth Opportunities:

• Opportunities to lead large scale strategic projects
• Potential for upward mobility within the customer success hierarchy
• Exposure to high-profile clients and strategic decision-making

ASSUMPTION: This role provides ample opportunities for career growth within ZoomInfo’s expanding team, especially in strategic account management and leadership positions.

🌍 Location & Work Environment

Office Type: Modern office environment conducive to collaboration

Office Location(s): Waltham, Massachusetts, with other offices in major U.S. cities

Geographic Context:

• Proximity to Boston’s tech hub offers networking opportunities.
• Access to a variety of local dining and entertainment options.
• Strong public transport connections enhance commute flexibility.

Work Schedule: 40-hour workweek with potential need for flexibility to accommodate client needs

ASSUMPTION: The work environment is likely dynamic and collaborative, suitable for individuals who thrive on interaction and engaging workspaces.

💼 Interview & Application Insights

Typical Process:

• Initial screening call with HR
• Technical and role-specific assessment
• On-site or virtual interview with the Customer Success team

Key Assessment Areas:

• Communication skills and customer interaction
• Problem-solving and analytical capabilities
• Fit with corporate culture and values

Application Tips:

• Highlight experience with SaaS and strategic account management.
• Showcase communication and problem-solving skills.
• Be prepared to discuss past experiences with customer success initiatives.

ATS Keywords: Customer Success, Account Management, SaaS Experience, Strategic Planning, Communication Skills, Risk Management

ASSUMPTION: The interview process is likely rigorous but fair, ensuring candidates can demonstrate both technical prowess and cultural fit.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) tools
• Data analytics and reporting software
• Task and project management applications

ASSUMPTION: Familiarity with CRM systems and data analytics tools is critical for efficiently managing accounts and driving customer success.

👔 Cultural Fit Considerations

Company Values:

• Innovation and creativity
• Teamwork and accountability
• Commitment to excellence and results

Work Style:

• Proactive and self-driven
• Collaborative and teamwork-focused
• Open to innovation and adapting to change

Self-Assessment Questions:

• Can I manage multiple projects and prioritize effectively?
• Am I comfortable with strategic decision-making?
• Do I thrive in a fast-paced, dynamic environment?

ASSUMPTION: The cultural environment within ZoomInfo favors those who are adaptive, proactive, and eager to contribute to the company's innovation and market leadership.

⚠️ Potential Challenges

• Managing large accounts with complex requirements
• Meeting growth and retention targets
• Balancing on-site and remote work effectively
• Adapting to new tools and procedures quickly

ASSUMPTION: These challenges are typical for high-performing customer success teams in SaaS environments, emphasizing the need for strategic thought and agility.

📈 Similar Roles Comparison

• Similar roles at smaller companies may involve less strategic depth.
• Roles at larger organizations may have more segmented responsibilities.
• ZoomInfo provides more opportunity for innovation and agile processes through its mid-sized structure.

ASSUMPTION: Comparatively, ZoomInfo offers a balance of responsibility and creativity within its customer success roles, suitable for those seeking comprehensive involvement.

📝 Sample Projects

• Develop a new customer onboarding protocol to improve adoption rates.
• Lead a task force to analyze and mitigate churn risks in strategic accounts.
• Craft strategic account plans tailored to client-specific goals and markets.

ASSUMPTION: Given the strategic nature of the role, sample projects are expected to involve high-level planning, execution, and analysis.

❓ Key Questions to Ask During Interview

• What metrics define success for a Customer Success Manager III at ZoomInfo?
• How does the team handle challenging customer situations or escalations?
• What opportunities for professional development are provided?
• Can you elaborate on the company's approach to innovation in customer success?
• How is feedback from this position on tools and processes handled?

ASSUMPTION: These questions will provide insight into ZoomInfo's operational style and the scope of the Customer Success Manager role, important for assessing the role's alignment with career goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the ZoomInfo careers page.
• Prepare your resume with the provided ATS keywords.
• Follow up with the hiring team for updates.
• Research ZoomInfo’s platform to discuss intelligently during interviews.
• Engage with current employees on LinkedIn to gain further insights into the company culture.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.