Customer Success Manager
Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for deskless workers. With over 150 million users, we’re the #1 rated push-to-talk app in the world, delivering 8 billion (yes, with a B) messages a month.
At Zello, our company values are at the heart of what we do everyday. We’re proud to serve the frontline, we’re privileged to connect people in times of crisis across the globe, and we’re honored to support first responders.
And this is where you come in.
As a Customer Success Manager at Zello, you are technically saavy, highly organized with excellent interpersonal skills and a passion for exceptional customer experience. You’ll regularly engage with customer stakeholders to accelerate adoption of new features, increase and sustain product usage, and facilitate a positive feedback loop between the customer and Zello. You’ll be an integral part of customer success and bring value to every interaction - from onboarding to renewal.
We are looking to grow a best in class Product Led Growth Customer experience. You’ll need to be adaptive and excited at the opportunity to help invent new processes, contribute to what’s already been built, and interact with customers on a daily basis.
What You'll Do:
- Own the customer success journey from onboarding through advocate creation for your assigned accounts
- Become a Zello product evangelist and own product adoption and enable customers to capture value at the expected level or above
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Proactively engage with customers when “risk events” are detected
- Monitor customer satisfaction and health scores for accounts across the entire customer base and dispatch resources as needed
- Develop customer advocates and lead the creation of case studies and other reference material in partnership with marketing
- Drive new business growth through greater advocacy and reference-ability
- Deliver regular account reviews to team and management
- Learn about the industries and competitive environment customers operate in and provide strategic advice
- Grow revenue from existing accounts within your portfolio
What You'll Bring:
- 5+ years Customer Success experience within a SaaS high-tech work environment
- Bachelor’s Degree or equivalent
- Strong communication and interpersonal skills in building and maintaining customer relationships
- Strong aptitude for technology and desire to learn new software
- Strong business and commercial acumen
- Boundless energy, enthusiasm and curiosity
- Experience leading customer conversations and the ability to lead presentations for a managerial audience
- Ability to explain technical concepts and theories to both technical and non-technical users
- Be proactive, autonomous, and results-oriented, comfortable independently solving problems despite ambiguity
- Ability to travel up to 25% of the time
We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, from flexible work schedules to unlimited paid time off. We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you. And of course, we wouldn’t be a technology company in Austin without a ping-pong table and free snacks in our break room. Join us!
