Senior Strategic Customer Success Manager

ZoomInfo is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast.

ZoomInfo is growing and looking to add talented and passionate people to our Customer Success team! This individual will drive product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world’s most iconic companies currently using ZoomInfo. This Senior Strategic CSM will be responsible for all aspects of strategic account partnerships, adoption and customer success planning. This position will develop and execute strategic account plans, deliver business reviews, and drive overall customer value for our customers. We provide world-class training while surrounded by incredible co-workers and leaders who have a vested interest in seeing you thrive.

What You'll Do:

Act as an extension of our strategic customers, being a proactive advocate within ZoomInfo and our customer base to accomplish defined objectives

Develop a trusted advisor relationship with strategic customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging ZoomInfo to achieve full business value

Translate customer data into insight - analyze usage, adoption, and performance data to build a compelling narrative that connects ZoomInfo's value directly to the customer's business outcomes

Conduct business/gap analysis with strategic accounts to uncover unmet business needs, workflow inefficiencies, or underutilized capabilities, and design a consultative strategy to close those gaps

Bring a solutions consulting mindset to account management - diagnose the "why" behind adoption or performance trends, not just the "what," and prescribe tailored solutions (process, product, or enablement) to solve them

Identify customer use cases and business problems to solve, sharing best practices on what success looks like with similar organizations

Closely manage and nurture accounts to identify and eliminate risk of attrition

Partner with internal ZoomInfo stakeholders to align account activities with the strategic customer’s business case and strategy

Establish trusted, sustainable relationships with customers through the full life cycle of the subscription ensuring their success

Build and deliver regular business reviews that tell a clear, data-driven story - linking usage trends, ROI, and strategic recommendations into a cohesive narrative for senior stakeholders

Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal

Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services

What You Will Bring:

8+ years of customer success, account management, or sales experience in a competitive SaaS environment

5+ years working with Strategic level accounts

Have a great understanding of world-class go-to-market process, including how Revenue Operations, Enablement Leaders, Sales Managers, Customer Success leaders and individual contributors think and operate

Prior experience in solutions consulting, sales engineering, business consulting, or a similarly analytical/advisory customer-facing role is strongly preferred

Demonstrated ability to translate complex data sets into clear, business-relevant stories and actionable recommendations for stakeholders

Strong analytical and diagnostic skills - comfortable digging into customer data to identify root causes of risk or underperformance, not just surface-level symptoms

Excellent communication skills, including issue tracking, triaging and crisis management

Communicates with internal and external customers and all levels of management

Effectively communicate technical information to non-technical audiences

Understands how to communicate difficult/sensitive information tactfully

Continually seeks opportunities to increase customer satisfaction and deepen client relationships

Self-motivated, collaborative and scrappy team player with innovative ideas to inspire customer loyalty and adoption

General understanding of sales methodologies and playbooks like Sandler, Winning By Design, MEDDIC a plus!

Bachelor's Degree or Master's Degree preferred

Ability to work a minimum of three days per week from one of our office locations.

What’s In It For You:

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.

Incredibly strong onboarding program - be set up for success in your first 90 days

Ongoing training to help you grow

Market leading product offering (check our our long list of G2 awards)

Comprehensive Medical, Dental, Vision

Eligibility for Future Equity Awards

401k Matching (50% of the first 7% of your contribution)

12 weeks Parental Leave for primary or secondary caregivers

Family forming benefits up to $20k, plus discounts on a Care.com membership

Virgin Pulse Wellness Program

Optional add ons such as pet insurance, legal service support, and more!

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 $105,000 to $128,000 + commission + 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.

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About us:

ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.

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ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.

ZoomInfo is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements.

For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. ZoomInfo does not administer lie detector tests to applicants in any location.