Sr. Customer Success Manager

About Zapier

We're humans who simply think computers should do more work.

At Zapier, we’re not just making software—we’re building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. You’ll collaborate with brilliant people, use the latest tools, and leverage the flexibility of remote work. Your work will directly fuel our customers’ success, and as they grow, so will you.

Job Posted: 2/14/2025

Remote - America’s

Hi there!

We're looking for a Sr. Customer Success Manager (CSM) to join the Customer Success team at Zapier. As a CSM you’ll deliver exceptional 1:1 support to upmarket customers, acting as their main contact post-sale. This role demands a deep understanding of upmarket customer needs, a strategic mindset, and a commitment to outstanding service. By building strong relationships and collaborating with Sales, Customer Success, Support, and other teams, you’ll enhance the overall customer experience, leading to high satisfaction, customer retention, and growth.

If you want to advance your career at a fast-growing, profitable, impact-driven company, read on…

Our Commitment to Applicants

Culture and Values at Zapier

Zapier Guide to Remote Work

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Diversity and Inclusivity at Zapier

About You:

• You have experience working with customers in a SaaS environment. You have a strong understanding of working to mitigate churn and drive engagement and growth.  We are specifically looking for 5+ years of experience in SaaS or Tech industry. 3+ years of experience as a Customer Success, Account Management, or another client-facing role for a SaaS product.

• You are customer-centric. You are driven by the customer, and their outcomes are at the heart of everything you do. You have experience building and maintaining relationships both deep and wide within the organization.

• Data drives you. You have experience in data gathering, analysis, and reporting. You are able to drive retention and growth among our customers by understanding their business needs and leveraging data analysis.

• You’re an excellent written and verbal communicator. We’re a 100% remote team, and writing is our primary means of communication at Zapier. However, you may be talking to customers in real time so you will be strong in communicating verbally too.

• You love solving complex, ambiguous problems. Every customer is different, often radically so. You relish in meeting their current needs and solving their problems that may have gone unsaid.

• Product knowledge: In-depth understanding of our product, its features, functions, and pricing, as well as general knowledge of relevant technology and SaaS applications.

Things You’ll Do:

Customer Relationship Management:

• Independently manage 50+ accounts in a high-touch environment. Build and maintain strong relationships with assigned customers and multiple stakeholders, acting as their dedicated CSM.

• Provide ongoing guidance, identify and collaborate on new use cases, and strategically identify expansion opportunities.

Cross-functional Collaboration

• Foster strong relationships with Sales & Success, Support, Product, Marketing, and Engineering teams to ensure seamless customer support and integrate feedback into organizational processes.

• Coordinate across teams to rapidly address complex issues and manage escalations.

• Serve as a liaison between assigned c