Sr. Customer Success Manager

Job Description

Senior Customer Success Manager

Hi there!We're looking for a Senior Customer Success Manager to join the Customer Success team at Zapier. Zapier’s on a mission to make everyone more productive at work. Over 3 million professionals already use Zapier to save more time, but there are millions more to reach.

If you’re interested in launching your career at a fast-growing and profitable startup, then read on...

We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. Hopefully, you'll take the leap of faith and apply.

• Our Commitment to Applicants
• Culture and Values at Zapier
• Zapier Guide to Remote Work
• Zapier Code of Conduct
• Diversity and Inclusivity at Zapier

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

About You

• You are an experienced Customer Success Manager working with a SaaS product. You have a strong understanding of working to mitigate churn and drive engagement and growth. We are specifically looking for:
• 5+ years of experience in SaaS or Tech industry.
• 3+ years of experience as a Customer Success, Account Management, Sales Engineering or another client-facing role for a SaaS product.
• You are passionate about customers. You are driven by the customer, and their outcomes are at the heart of everything you do. You have experience building and maintaining relationships with complex, multi-geographical customers.
• Data drives you. You have experience in data gathering, analysis, and reporting. You are able to drive retention and growth among our customers by understanding their business needs and leveraging data analysis.
• You’re an excellent written and verbal communicator. We’re a 100% remote team, and writing is our primary means of communication at Zapier. However you may be talking to customers in real time so you will be strong in communicating verbally too.
• You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.
• You believe relationships are critical to success. You are able to quickly build trust with customers, cross-functional teams and external agencies.
• You shine with time management. You’ll juggle a variety of fast-moving communications projects, and as a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time. You’re outstanding at multitasking and able to operate effectively with uncertainty and change. You will also have strong decision-making and leadership skills.
• You are passionate about apps and APIs. We’re looking for someone who has familiarity with APIs and has a passion for SaaS latest technology, trends and applications

Things You’ll Do

• Independently manage 100+ accounts in a low touch high automation environment.
• Invest in tools, automation, processes and playbooks that lead to outsized impact so Zapier can be more productive than a similar sized company.
• Proactively monitor and address customer success issues and opportunities.
• Be comfortable contacting customers via multiple platforms: chat, email, zoom calls etc.
• Work collaboratively cross-functionally to share customer insights that inform additional product and marketing opportunities.
• As a part of our All Hands Support initiative, help customers have the best possible experience with Zapier

About Zapier

Zapier helps people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

We believe that with the right tools, you can have big impact with less hassle.

We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

The Whole Package

Location: US Time zones

Compensation:

• Competitive salary (we don't use remote as an excuse to pay less)
• Great healthcare + dental + vision coverage*
• Retirement plan with 4% company match*
• Profit-sharing
• 2 annual company retreats to awesome places
• 14 weeks paid leave for new parents of biological or adopted children
• Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
• Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
• Travel of 5% - 10% for company retreats which rotate to various cities throughout North America
• Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

*While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to employees located in the US, Canada and the UK.

How to ApplyWe have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please make sure to answer each question. After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.