Manager, GTM Customer Success

We are seeking an experienced, energetic and innovative Senior Manager of Strategic GTM Success to join our GTM Success team. This is an exciting opportunity to help set the strategy for the teams responsible for ensuring our customers have a frictionless experience while using our world-class GTM solutions. You'll be responsible for developing and coaching CSMs on strategic account planning, ROI quantification, business impact demonstration, and executive-level engagements. The ideal candidate brings deep data fluency, experience managing teams supporting technical products, and a proven track record of partnering with Sales on account strategy and upsell/cross-sell motions. You’ll identify and drive the changes necessary to improve the operating and organizational efficiency of the functions and will develop strategic partnerships with customers and other internal teams to provide meaningful insight, influence product roadmap, and maximize end-to-end customer experience.  

What You'll Do:

• Manage a team of approximately 6 Strategic GTM Success Managers who strategize with and guide our highest-value customers to help achieve their GTM initiatives 
• Owns the complete customer success experience for the Strategic Success team, strives to exceed desired service levels, and acts as an escalation point for customer issues when necessary
• Coach GTM Success Managers to take a consultative approach in how they operate, understanding customer goals, use cases, diagnosing challenges, and connecting ZoomInfo’s capabilities to business outcomes
• Act as a clear and transparent communicator, synthesizing broader company and organizational goals down to the team level and holding them accountable for achieving key objectives and performance metrics 
• Partner closely with Sales and Account Management on account strategy, upsell/cross-sell motions, and revenue expansion opportunities across the customer base
• Introduces innovative concepts to the organization to improve the customer experience
• Measures, achieves and communicates agreed-upon key performance indicators. Understands and addresses customer experience outliers in real-time
• Provides feedback to GTM and Product teams regarding potential business opportunities and product innovations, based on insights gained through regular interactions with customers

What You Bring:

• Minimum 5 years experience managing Customer Success teams for a B2B SaaS or technology company, preferably in data/intelligence, revenue operations, or enterprise software, specifically at the Enterprise and Strategic account level
• A track record of coaching teams to engage customers consultatively, asking thoughtful questions, understanding business priorities, and providing recommendations tied to measurable outcomes
• Experience in a solutions consulting or similar advisory environment, or demonstrated success coaching teams to apply a solutions-oriented approach in customer conversations 
• Demonstrated ability to translate complex data sets into clear, business-relevant stories and actionable recommendations for the team, customers and stakeholders
• Strong analytical and diagnostic skills - comfortable digging into customer data to identify root causes of risk or underperformance, not just surface-level symptoms
• Ability to understand and articulate complex data products, integrations, and technical workflows. Experience with GTM data platforms, ABM solutions, or revenue intelligence tools highly valued
• Strong track record of collaborating with Account Management/Sales teams on revenue expansion and account strategy
• Proven ability to develop and coach teams on VP+ level engagement strategies and C-suite communication
• Technical proficiency across the technologies ZoomInfo integrates with (SFDC, Marketo, HubSpot, Eloqua, Outreach, SalesLoft, Dynamics, and others).
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment.
• Strong communication, presentation, and relationship management skills.
• Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports.

This is a hybrid position, working a minimum of three days per week from one of our office locations - Waltham MA, Bethedsa MD, or Vancouver WA

The US base salary range for this position is $155,000 to $175,000 + variable compensation + equity + benefits.

Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.

We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here

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