Customer Success Manager / Senior Customer Success Manager

📌 Core Information

🔹 Job Title: Customer Success Manager / Senior Customer Success Manager

🔹 Company: Zappi

🔹 Location: London, City of, United Kingdom

🔹 Job Type: Remote

🔹 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:

• Empowering brands with data-driven insights for better decision-making.
• Building strong relationships with customers to improve product effectiveness.
• Contributing to Zappi's growth by retaining and expanding client accounts.
• Leveraging Zappi’s platform to create strategic value for well-known brands.

ASSUMPTION: The job role likely includes strategic planning and advisory capacities based on the focus on strategic value creation and growth opportunities.

📋 Key Responsibilities

✅ Ensure customers extract maximum value from the platform and achieve business goals.

✅ Facilitate seamless onboarding and continuous training of customers.

✅ Retain and grow revenue within assigned accounts, manage churn risks.

✅ Build strong, trust-based relationships across multiple organizational layers.

✅ Advocate for customers internally to drive customer-focused solutions.

✅ Innovatively solve problems to foster customer growth and retention.

✅ Use data to inform decisions and track customer health and opportunities.

✅ Coordinate improvement initiatives across the business to enhance success.

ASSUMPTION: The responsibilities include cross-functional collaboration since the role involves working with Sales, Marketing, and other teams.

🎯 Required Qualifications

Education: Not specified.

Experience: Minimum of 3 years in Customer Success within SaaS, preferably with enterprise accounts.

Required Skills:

• Proficiency in BI tools like Tableau and CRM tools like Salesforce.
• Experience with Customer Success Platforms, e.g., Gainsight.
• Strong project management and account management skills.

Preferred Skills:

• Deep knowledge of G-Suite products.
• Familiarity with AI-driven tools such as ChatGPT and Loom.

ASSUMPTION: Preferred skills likely enhance the candidate's ability to navigate Zappi's tech-oriented environment more effectively.

💰 Compensation & Benefits

Salary Range: £52,000 - £58,000 per annum plus 20% commission potential.

Benefits:

• Unlimited vacation time with a minimum of 20 days per year.
• Company-paid mental health day each quarter.
• Private medical healthcare cover.

Working Hours: 40 hours per week with flexible arrangements.

ASSUMPTION: Benefits are structured to promote a healthy work-life balance and overall wellbeing.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, focusing on Market Research and Consumer Insights.

Company Size: 201-500 employees, indicating a mid-sized but impactful organisation.

Founded: 2013, showing a decade of industry presence and growth.

Company Description:

• Utilizes AI-powered software for consumer-driven decisions.
• Recognized for innovation and industry leadership.
• Certified B-Corp with a strong commitment to sustainability.

Company Specialties:

• Automated Market Research
• New Product Development
• Quantitative and Qualitative Research Analysis

Company Website: https://zappi.io

ASSUMPTION: The company’s accolades emphasize its innovation and positive work culture, likely offering significant opportunities for professional growth.

📊 Role Analysis

Career Level: Intermediate to senior role, with a focus on customer success management.

Reporting Structure: Likely reports to the Head of Customer Success or a similar leadership role.

Work Arrangement: Hybrid model, balancing remote work with potential office attendance.

Growth Opportunities:

• Exposure to enterprise-level customer interactions.
• Opportunity to shape customer success strategies.
• Involvement in cross-functional initiatives and innovations.

ASSUMPTION: The position offers career advancement through strategic contributions and leadership visibility.

🌍 Location & Work Environment

Office Type: Designed to support both individual work and collaboration.

Office Location(s): London, Boston, Cape Town.

Geographic Context:

• Located in major global cities, enhancing networking opportunities.
• Access to vibrant culture and diverse professional ecosystems.
• Strategically positioned for international collaboration.

Work Schedule: Offers flexibility with a focus on meeting objectives.

ASSUMPTION: The hybrid work model likely accommodates diverse personal and professional circumstances.

💼 Interview & Application Insights

Typical Process:

• Initial application review.
• Interview steps involving Customer Success scenarios.
• Final interview with senior leadership or Customer Success team lead.

Key Assessment Areas:

• Customer success strategy understanding.
• Proficiency in technology use for business growth.
• Interpersonal skills related to stakeholder management.

Application Tips:

• Highlight any previous SaaS experience.
• Demonstrate project management skills with measurable outcomes.
• Prepare examples of customer success stories and problem-solving abilities.

ATS Keywords: Customer Success, SaaS, Consumer Insights, CRM, Business Intelligence

ASSUMPTION: The process is competitive, focusing on candidates who can demonstrate measurable success in customer-centric roles.

🛠️ Tools & Technologies

• Tableau
• Salesforce
• Gainsight

ASSUMPTION: Proficiency in these tools will be critical for delivering on Zappi's data-driven insights approach.

👔 Cultural Fit Considerations

Company Values:

• Trust
• Ownership
• Ambition

Work Style:

• Collaborative and inclusive.
• Proactive and innovative problem-solving.
• Open communication and transparency.

Self-Assessment Questions:

• How do you build trust with customers?
• Can you provide examples of strategic decision-making?
• How do you adapt to changing customer needs?

ASSUMPTION: A successful candidate will align closely with Zappi's emphasis on innovation, honesty, and customer-centric values.

⚠️ Potential Challenges

• Navigating complex enterprise client needs.
• Balancing multiple priorities effectively.
• Maintaining high responsiveness under pressure.
• Facilitating cross-functional collaboration.

ASSUMPTION: Potential challenges could include the need for strong communication skills to manage multiple stakeholders effectively.

📈 Similar Roles Comparison

• Comparable roles require similar SaaS experience and client management skills.
• Zappi's focus on data and innovation may require higher technical proficiency than typical Customer Success roles.
• Size and culture at Zappi may offer more direct impact and visibility compared to larger companies.

ASSUMPTION: The role's technical and innovative nature could be more advanced than similar titles elsewhere, demanding thorough engagement with the platform's capabilities.

📝 Sample Projects

• Leading a customer transformation project for better insight utilization.
• Implementing a new customer onboarding process to improve satisfaction.
• Creating a customer feedback loop to enhance product development decisions.

ASSUMPTION: Projects will likely focus on enhancing customer experience and leveraging insights for strategic growth.

❓ Key Questions to Ask During Interview

• What are the key success metrics for this role?
• How does Zappi approach customer success differently from competitors?
• Can you describe a typical customer journey?
• What opportunities for growth does Zappi offer to its employees?
• How does the team handle major challenges with clients?

ASSUMPTION: These questions will help candidates align their expectations and understanding of Zappi’s customer success approach with the company's objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant skills and experiences.
• Prepare for the interview process by researching industry trends.
• Engage with Zappi’s platform to understand its features and benefits.
• Follow up with a thank you email after any interviews to reinforce your interest.

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

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