Sr Customer Success Manager

5 - 7 years experience  • 

Salary depends on experience
Posted on 04/20/18
San Francisco, CA
5 - 7 years experience
Salary depends on experience
Posted on 04/20/18

Zignal Labs turns media and social intelligence into a strategic asset for the world’s largest brands and enterprises. By analyzing the full media spectrum in real-time, Zignal’s centralized platform empowers corporate communications, marketing and executive teams to understand trends, pinpoint issues and make informed decisions. Headquartered in San Francisco with offices throughout the country, Zignal serves customers around the world including Airbnb, IBM, Citrix, PepsiCo, Uber, Levis, Brunswick Group and FleishmanHillard.
Zignal’s Customer Success Managers are entrusted with the relationships, strategy and well-being of Zignal Labs’ customers. They are charged with understanding customers desire outcomes, and ensuring these are achieved with Zignal Labs products and services.  
You will work with your accounts to proactively drive adoption, help them achieve their business objectives, advise on best practices, and act as the voice of your customers internally at Zignal Labs.   
You will serve as a key point of contact throughout the life of the partnership. You are creative, energetic, detail-oriented and self-driven.  You can work at a senior level with Fortune 1000 customers at different stages of the customer lifecycle with ease.  Excellent communications skills, and the ability to thrive in a team environment are a must.

The Senior Customer Success Manager will:

- Own a book of high value customer accounts, from onboarding through to renewal - Develop a deep knowledge of Zignal product and service offerings - Develop an understanding of key clients’ business drivers and challenges, proactively offering strategic insights and solutions to meet those needs through effective use of Zignal product and service offerings, whilst driving innovation and best practices-Utilize Zignal Labs Customer Success methodology and technology, leading key activities such as Kickoffs, Strategy sessions and Executive Business reviews -Work with Account Execs to develop and expand accounts within your book - Work with Solutions, Implementation and occasionally product, on the management and delivery of client projects, leading client communication, and ensuring ensuring work is delivered to exceptional standards. - Communicate product, service and industry updates to clients - Work with other Zignal teams in the organization to achieve the best outcomes including Marketing, Professional Services, Product and Legal.

Required skills and qualities:

- 5+ years relevant work experience. - Experience in SaaS Customer Success or account management, business development, or strategy consulting a plus - BA/BS degree - Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organization - Ability to prioritize, multi-task, and perform effectively under pressure - Familiarity with tools like SalesForce and Gainsight, and an interest in learning other internal tools to work efficiently to extract the necessary insights - Critical thinking a must! - Embody Zignal Labs values and provide exemplary leadership  - A self-starter who thrives in a fast-paced, high growth, rapidly changing, startup environment - Ability and willingness to travel to client engagements.

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