Senior Client Success Manager
Location: Bozeman, MT, 59718
Job Description:

The Senior Client Success Manager (Senior CSM) is responsible for ensuring Zoot's clients achieve their desired outcomes while maximizing the value of Zoot's products and services, with a focus on revenue maintenance, revenue growth, and long-term client partnership. The Senior CSM manages strategic and complex client relationships with a high degree of autonomy, develops and executes account strategies, identifies growth opportunities and risks, and coordinates cross-functional Zoot resources to deliver client outcomes. This role also serves as a senior resource within Client Experience by mentoring Client Success Managers, sharing best practices, and helping lead client-focused initiatives. The Senior CSM position is fast paced and ever changing, requiring flexibility, self-initiative, sound judgment, and regular management of changing priorities.

Key Responsibilities

1. Work in tandem with Zoot's sales, marketing, platform delivery, product, and operations teams to develop and maintain strong relationships with assigned clients, including executive stakeholders and decision-makers, and prioritize client satisfaction, retention, and revenue growth while creating a seamless client experience.
2. Manage strategic, complex, or high-impact client relationships with a high degree of autonomy, serving as a trusted advisor and primary point of coordination across Zoot for client priorities, opportunities, and risks.
3. Develop and execute comprehensive account strategies and account plans for assigned accounts, including client goals, KPIs, stakeholder strategies, retention objectives, growth opportunities, and action plans.
4. Play a critical part in go-to-market activities by capturing client feedback, identifying market and client trends, supporting customer campaigns, and translating client insight into actionable recommendations for Zoot teams.
5. Demonstrate empathy and business acumen to understand client needs, business objectives, and pain points; coordinate with appropriate Zoot teams to ensure they are addressed and communicate progress, decisions, and outcomes clearly to clients.
6. Work consultatively with clients to ensure they are gaining maximum value from Zoot products and services and identify qualified opportunities for upselling, cross-selling, and expanded strategic partnership.
7. Own client retention and growth activities for assigned accounts, including contract-related coordination, renewal planning, risk identification, and proactive strategies to protect and grow revenue.
8. Manage client relationships through executive-level engagement, regular check-ins, proactive outreach, business reviews, and tailored communication. Develop communication and engagement strategies for each assigned client as part of the account strategy and account plan.
9. Anticipate, identify, and address challenges or obstacles that may hinder client success. Lead coordination of client escalations when appropriate, communicate risks to Zoot leadership and cross-functional teams, and drive clear action plans through resolution.
10. Collect, analyze, and communicate client success KPIs, client health indicators, and feedback to measure outcomes, identify trends, and recommend improvements to Zoot products, services, and client experience processes.
11. Maintain working knowledge of Zoot solutions and capabilities, with particular emphasis on the value proposition of each in the context of assigned account and prospect business models, current industry trends, market conditions, compliance issues, and financial regulations.
12. Serve as a senior resource to the Client Experience team by mentoring Client Success Managers, sharing best practices, supporting account strategy development, and providing guidance on complex client situations without formal supervisory responsibility.
13. Lead or contribute to cross-functional client experience initiatives, process improvements, and special projects that improve consistency, scalability, client satisfaction, retention, or revenue outcomes.
14. Report client activities, strategies, risks, opportunities, and account plan accomplishments to Zoot management through weekly reporting, account plan reviews, and other established communication channels.
15. Other duties as assigned - it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.

Qualifications and Skills

• Bachelor's degree in Business, Marketing, Communication or related field (Master's preferred).
• 5+ years of experience in client success, customer experience, project/account management, or related field, including demonstrated experience managing complex or strategic client relationships.
• Familiarity with customer success software, CRM platforms, and data reporting tools.
• Ability to thrive in a fast-paced environment with competing priorities.

Background Check Requirement:

Ability to successfully pass background screening.

Physical Requirements:

All positions at Zoot require the ability to move about inside an office environment which includes the operation of computers and other office productivity machinery and frequently communicates with other employees, clients, vendors, and visitors. This position specifically requires long periods of sitting at a computer workstation.

Working Conditions | Work Hours | Location:

This position will take place primarily in an office setting. To optimize team performance, the workspace for this position is typically a cubicle setting in an open space environment. It is expected that exempt employees, and specifically this position, regularly and consistently report to work on-site, at Zoot headquarters, during normal business hours. Occasional nighttime and weekend work is required within the position. This position may occasionally require travel. The Senior Client Success Manager position is fast paced and ever changing, requiring flexibility, self-initiative, and regular management of changing priorities.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job which may include helping others in the same or different departments, may be assigned by supervision. Duties, responsibilities and activities may change at any time with or without notice.