Customer Success Manager

| Greater Boston Area
Zaius is a Customer Data Platform (CDP) for e-commerce retailers that consolidates customer data to deliver the ultimate user experience in marketing, service, and commerce. Zaius is looking for a highly motivated, goal-oriented Customer Success Manager (CSM) to join our new strategic accounts team. As a Customer Success Manager, you will be responsible for providing adoption oversight, technical advisory and user training for our strategic accounts.
If you are a self-starter that enjoys a fast-paced, dynamic and autonomous environment, and thrives in challenging situations, Zaius is the place for you. The ideal candidate loves being on the front lines of partnering with top tier customers to adopt the platform and provide technical solutions to complex problems. The Customer Success Manager on the strategic accounts team is a true hybrid of technical aptitude, relationship management and digital marketing expertise that results in increased adoption, value, satisfaction and renewal of the customer.

You will:

  • Be passionate about customer success and drive adoption by maintaining and developing ongoing relationships with 30+ of our largest and most strategic customers.
  • Advance adoption of the Zaius platform within our customers’ organizations by crafting a well-communicated plan, encouraging customer engagement, and providing solutions to unique use cases.
  • Increase customer value by assisting your customers in setting up and deploying new campaigns and reports within their Zaius environment.
  • Act as a customer advocate, responsible for conveying customer requirements, feature requests, feedback, and as primary point of contact for issue management and problem resolution.
  • Develop and maintain a high level of fluency in Zaius functionality, ability to demonstrate feature/function in an engaging manner, and deliver trainings to both technical and non-technical audiences.

You have:

  • 3+ years of experience in post-sales customer management at a SaaS company. Startup experience is a plus.
  • Proficiency in HTML and CSS with a basic understanding of SQL, JavaScript, APIs, SDKs and an appetite to apply this technical skillset to personalize content.
  • Ability to work productively in a fast-paced, ever-changing environment with a high degree of initiative and personal accountability to tackle customer challenges/requirements.
  • Strong verbal and written communications to engage both technical and non-technical audiences.
  • Experience and familiarity with email service providers, digital marketing platforms, and/or e-commerce platforms such as Shopify and Magento are a plus, a real passion for new technologies is a requirement.

Zaius is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • AsanaManagement
    • ConfluenceManagement
    • SmartsheetManagement
    • MondayManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

Located steps away from North Station T stop and TD Garden, a hot spot for food, drinks, coffee, and entertainment

An Insider's view of Zaius

What are some social events your company does?

We are continuously planning unique events internally that allow us to include philanthropy, such as our latest ping pong tournament, that helped raise money for Cradles to Crayons. Another was our holiday drive to give to Warm Hearts Warm Hands.

Our favorite annual tradition and staple of the office is watching the premiere of Star Wars together

Hayley

Culture Specialist

What's the biggest problem your team is solving?

80% of 1st time ecommerce purchasers will never make a 2nd purchase, the cost of acquisition is rising and competition is a click away.
Zaius provides brands with an understanding of their customers in order to rise above the noise, respond tounique needs, and preferences, ultimately driving repeat purchases. Loyalty starts with understanding.

Tom

Director, Account Management

What are some things you learned at the company?

I’ve learned to trust myself and my ideas. In my work, no two projects are the same, so I’ve learned to problem-solve and provide unique solutions to unique scenarios.

Ingrid

Platform Architect

What is your vision for the company?

To assist every brand with every interaction with every customer.

Spencer

CTO

What projects are you most excited about?

For me, it's always about the data, so I'm most excited to be working on features that add value to the data that clients bring with them to Zaius. Some of that value is in developing new insights, in a way where the sum is greater than the parts. Some of that value is in new experiences that showcase the data and insights to drive brand success.

Lauren

Director, Product Management

What are Zaius Perks + Benefits

Culture
Partners with Nonprofits
We participate in TUGG events to help local nonprofits.
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
We have a culture club with a representative in each department to help share feedback, wants, and suggestions from the whole company.
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Zaius employees are able to start and end their day with flexible work hours, depending on what works best for them.
Family Medical Leave
Return-to-Work Program Post Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have an unlimited amount of PTO.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Tax free options for both parking and commuter needs!
Company Outings
Acme Co. hosts company outings Semi-annually.
Stocked Kitchen
Cereal, smoothies, chips, granola, fruit, chocolate, you name it, we got it!
Some Meals Provided
We have a monthly team lunch along with breakfasts and cookies every other week.
Happy Hours
We have monthly in house happy hours with games, trivia, potlucks, and other fun themes!
Pet Friendly
We are welcoming to all pups!
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and Learns
We offer lunch and learns as needed throughout different departments.
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