Senior Customer Success Manager

Over the past 15 years, we have seen a shift in the focus of business models across every industry – from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships. This is the “Subscription Economy” a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it: Subscribed.

Companies have realized that the path to growth going forward is to establish direct, digital relationships with their customers, and monetize these relationships through an ever growing set of digital services. 

Our vision is simple: we call it “The World Subscribed.” It’s the idea that one day every company will join the Subscription Economy -- a $1.5 Trillion opportunity by 2025 according to UBS.

Our mission: to power the world’s best companies to win in the Subscription Economy.

As a Customer Success Manager you will manage day-to-day operational and long term strategic business relationships with Zuora’s enterprise customers. The CSM promotes adoption of Zuora’s products and services and positions Zuora to meet the current and future business requirements of our customers. The CSM will also play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements. Cultivating key customers as Zuora advocates in the Zuora community and subscription economy is a requirement for this role.

The CSM will have excellent working relationships with other representatives of Zuora who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role. The CSM is a positive advocate for the customer within Zuora and will be a professional representative at all times in this post-sale role.

The keys to success in this role are the ability to facilitate work sessions with all levels in a customer organization, troubleshoot to identify gaps between best practice and actual usage of Zuora, and clearly communicate recommendations that enable the customer to fully adopt Zuora in order to grow their business in the Subscription Economy. Join us and make shift happen!

What you’ll do & achieve:

• Retain and grow the revenue for existing Zuora customers, owning renewal of customer base and churn target.
• Support customers coming out of implementation and launch and assist with accelerating time to revenue for the customer and Zuora.
• Define operational metrics, objectives and key results for your customers.  Achieve operational excellence by continuous measurement and communication of these to peers and leadership.  
• Standardize CSM customer engagement and measure its impact at each stage of the customer lifecycle.
• Serve as a key “Voice of the Customer” internally at Zuora.
• Work with customers to develop a success plan that outlines how Zuora adoption will address their critical needs both immediately and in the future.
• Partner with sales leadership to grow Zuora revenue via upsells while providing an ideal customer experience.
• Trusted Advisor for key business owners and executives including VP and above. 
• Proactively identify where and how Zuora capabilities can deliver incremental business value.
• Build account expansion and retention plans with Account Executives that feature clear objectives, requirements and action plans that delineates roles, responsibilities and target timelines with the aim of driving value within their current contract with Zuora.
• Ensure satisfactory resolution of l issues, including coordination of cross-departmental Zuora resources (e.g., Support, Professional Services engagements).
• Drives adoption through innovation, product demonstration and customer alignment.
• Defines and executes a Success Plan addressing conflict along the way.

 What you’ll need to be successful:

• 5+ Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization.
• Ideally experience from one of the following industries: finance, digital marketing, ERP, or another large-scale business system.
• Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment.
• A passion for Customer Engagement and service mentality.
• Proven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, empathetic  approach and the grit to get things done.
• Strong ability to align technical concepts & features to business needs
• Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients
• Outstanding presentation development and delivery skills, with the ability to speak to end users and VP and above leaders 
• Excel in a collaborative, team environment while able to work independently with minimal supervision
• Outstanding organizational skills and the ability to manage multiple tasks and requests
• Experience working with a cross-functional and geographically dispersed team and customer base.
• Bachelor’s Degree or equivalent experience 

Benefits*

• Competitive compensation, company equity, and retirement programs
• Medical, dental and vision insurance
• Paid holidays and “wellness” days and company wide winter break
• Generous, flexible time off 
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing  

*Specific benefits offerings may vary by country 

About Zuora 

As the Subscription Economy leader, Zuora empowers today’s innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recently, we’ve added subscription experience platform Zephr to our family, further expanding our capabilities to serve as an intelligent hub that monetizes the complete quote to cash and revenue recognition process at scale.

Through our combination of technology and expertise, Zuora (NYSE: ZUO) helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the U.S., EMEA, APAC and LATAM.

“ZEO” Culture

At Zuora, we’re building an inclusive, high-performance culture that every ZEO wants to subscribe to. We want ZEOs at every level to feel valued, included, and inspired to innovate, connect and collaborate authentically as we pioneer the Subscription Economy. You’ll be empowered to think like an owner, take initiative and together, with the support of your team you’ll push each other to the next level and help transform business models everywhere.

To learn more visit www.zuora.com

Zuora is proud to be an Equal Employment Opportunity Employer.

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.