Senior Strategic Customer Success Manager Waltham, Massachusetts

Zoom Info is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen-fast.

Zoom Info is growing and looking to add talented and passionate people to our Customer Success team! This individual will drive product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world’s most iconic companies currently using Zoom Info. This Senior Strategic CSM will be responsible for all aspects of strategic account partnerships, adoption and customer success planning.

This position will develop and execute strategic account plans, deliver business reviews, and drive overall customer value for our customers. We provide world-class training while surrounded by incredible co-workers and leaders who have a vested interest in seeing you thrive.

• Act as an extension of our strategic customers, being a proactive advocate within Zoom Info and our customer base to accomplish defined objectives
• Develop a trusted advisor relationship with strategic customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging Zoom Info to achieve full business value
• Translate customer data into insight - analyze usage, adoption, and performance data to build a compelling narrative that connects Zoom Info's value directly to the customer's business outcomes
• Conduct business/gap analysis with strategic accounts to uncover unmet business needs, workflow inefficiencies, or underutilized capabilities, and design a consultative strategy to close those gaps
• Bring a solutions consulting mindset to account management - diagnose the "why" behind adoption or performance trends, not just the "what," and prescribe tailored solutions (process, product, or enablement) to solve them
• Identify customer use cases and business problems to solve, sharing best practices on what success looks like with similar organizations
• Closely manage and nurture accounts to identify and eliminate risk of attrition
• Partner with internal Zoom Info stakeholders to align account activities with the strategic customer’s business case and strategy
• Establish trusted, sustainable relationships with customers through the full life cycle of the subscription ensuring their success
• Build and deliver regular business reviews that tell a clear, data-driven story - linking usage trends, ROI, and strategic recommendations into a cohesive narrative for senior stakeholders
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services

• 8+ years of customer success, account management, or sales experience in a competitive SaaS environment
• 5+ years working with Strategic level accounts
• Have a great understanding of world-class go-to-market process, including how Revenue Operations, Enablement Leaders, Sales Managers, Customer Success leaders and individual contributors think and operate
• Prior experience in solutions consulting, sales engineering, business consulting, or a similarly analytical/advisory customer-facing role is strongly preferred
• Demonstrated ability to translate complex data sets into clear, business-relevant stories and actionable recommendations for stakeholders
• Strong analytical and diagnostic skills - comfortable digging into customer data to identify root causes of risk or underperformance, not just surface-level symptoms
• Excellent communication skills, including issue tracking, triaging and crisis management
• Communicates with internal and external customers and all levels of management
• Effectively communicate technical information to non-technical audiences
• Understands how to communicate difficult/sensitive information tactfully
• Continually seeks opportunities to increase customer satisfaction and deepen…