Senior Manager, GTM Customer Success

The role

You will lead a team of about 6 Strategic GTM Success Managers who guide the highest-value customers toward their go-to-market goals. You will coach the team on consultative engagement, account strategy, and ROI, and partner with Sales on upsell and cross-sell.

What you will do

• Manage a team of about 6 Strategic GTM Success Managers working with top-value customers
• Own the complete customer success experience for the Strategic Success team and act as escalation point for customer issues
• Coach managers to take a consultative approach: understand goals, diagnose challenges, connect ZoomInfo capabilities to business outcomes
• Communicate company goals to the team and hold them accountable for key objectives and performance metrics
• Partner with Sales and Account Management on account strategy, upsell, cross-sell and revenue expansion
• Introduce innovative concepts to improve the customer experience
• Measure, achieve and communicate agreed key performance indicators; address customer experience outliers in real time
• Give feedback to GTM and Product teams on business opportunities and product innovations from customer interactions

Required qualifications

• At least 5 years managing Customer Success teams for a B2B SaaS or technology company, at the Enterprise and Strategic account level
• Track record of coaching teams to engage customers consultatively and tie recommendations to measurable outcomes
• Experience in solutions consulting or an advisory environment, or success coaching a solutions-oriented approach
• Ability to translate complex data into clear, business-relevant stories and actionable recommendations
• Strong analytical and diagnostic skills for finding root causes of customer risk or underperformance
• Ability to explain complex data products, integrations and technical workflows
• Strong track record collaborating with Account Management and Sales on revenue expansion and account strategy
• Proven ability to develop and coach teams on VP+ engagement strategies and C-suite communication
• Technical proficiency with technologies ZoomInfo integrates with, including SFDC, Marketo, HubSpot, Eloqua, Outreach, SalesLoft and Dynamics
• Ability to operate with high energy and flexibility in a fast-paced, changing team environment
• Strong communication, presentation and relationship management skills
• Proven leadership skills, partnering with leaders across the organization and with direct reports

Nice to have

• Experience with GTM data platforms, ABM solutions or revenue intelligence tools

Benefits

• Comprehensive benefits
• Holistic mind, body and lifestyle programs for overall well-being
• Variable compensation
• Equity

Before you apply

• Hiring is subject to Massachusetts law: lie detector tests are not administered to applicants in any location

About the company

ZoomInfo (NASDAQ: GTM) is an all-in-one AI GTM platform that helps sales, marketing and customer success teams execute their go-to-market strategy. It is powered by B2B data covering more than 100 million companies and 500 million contacts.