Customer Success Manager

We are Rebels. Inventors. Magic Makers.

Our world class consumer insights platform allows creators to create brands, ads, products and shopping experiences that people love.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have 1,000+ happy customers, 100,000+ ideas tested and we operate in 50+ research markets. Pretty impressive right?

So how do we do it?

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market.

Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimise, validate and learn — increasing their chances of in-market success.

About the role

At Zappi we take pride in helping some of the world's most influential companies transform the way they approach insights. We’re developing tools and programs around them that allow our customers to be more proactive and strategic in the way they test and learn. Ultimately, helping them in creating more effective advertising and launching more successful products.

The Customer Success team at Zappi is growing! We are looking for a Customer Success Manager who is obsessed with delivering outstanding value to your customers. You will have empathy for our customers, a passion for advocating for them internally and will thrive on partnering with them to deliver on their business goals. You focus on retention, customer experience, value extraction and working cross functionally to deliver success to our customers and Zappi.

• Customer Value – As a Customer Success Manager, your #1 goal will be to make sure that our customers are extracting the most possible value from our platform. You will partner with customers to achieve their desired outcomes and identify and resolve any blockers to success.
• Customer Onboarding and Training – Working closely with the Sales and Onboarding team, you will be responsible for ensuring that customers have a great onboarding experience, quickly achieve return on investment and are regularly trained on the latest and greatest that Zappi has to offer
• Tool/Platform Expert – As the day-to-day contact for our customers, you will need to be an expert on all of our tools and our platform so that you can advise customers on the best possible solutions and optimisations to achieve their business goals.
• Account Retention and Growth - You will retain and grow the revenue within your book of business, effectively resolving churn risks and partnering with Sales and Marketing to identify and facilitate opportunities for expansion.
• Relationship Building- In order to be successful within the role, it will be crucial that you build strong relationships based on honesty and trust, both with your customers as well as internal stakeholders (Sales, Marketing, Operations, Development). You will build connections across multiple layers of mid-market and Enterprise organisations.
• Customer Advocate - You will need to represent the voice of our customers within our organisation so that we are building and moving in the direction that will give the customer greater value. You will effectively communicate with product, marketing, sales, and engineering to deliver customer centric solutions.

Requirements

• Experience working closely with customers in a fast-paced environment in Customer Success, Account Management or related field
• Proficient in Gmail and G-Suite. Proficiency in SalesForce and LinkedIn is a plus
• A strong curiosity and interest in technology, marketing, market research, consumer insights, and contributing to the growth of large organisations
• Excellent written and verbal communication skills to ensure clear and impactful interactions with customers and stakeholders
• Highly responsive while maintaining attention to detail
• Proactive, highly driven and self-motivated
• Strong team player, able to collaborate with internal and external stakeholders and also able to take ownership of tasks
• Able to prioritize a customer-centric approach, aiming to foster lasting relationships and positive customer experiences
• Comfortable working with tight deadlines while delivering results that contribute to overall objectives
• Maintain composure in high-pressure situations, ensuring effective problem-solving and decision-making