Customer Success Manager

Zeni

Zeni

Administration
United States
Posted on Tuesday, June 25, 2024
About Zeni

Zeni’s all-in-one financial platform is born from the passion of our founders who have weathered the storm of financial chaos. Our mission is simple: to streamline financial operations so founders can get back to what they do best – growing their business. We consolidate everything from bookkeeping, banking, payroll, to bill payments and more onto one intuitive platform. Powered by a state-of-art AI that grows smarter with every user and a team of human intelligence, we're redefining financial accuracy.

Customer Success Manager

The Customer Success team is responsible for setting Zeni customers up for success. The team serves as primary points of contact for customers, coordinates and conducts all activities throughout the customer’s Zeni experience.

Under the general supervision of the Director, Customer Success, the Customer Success Manager will serve as the first point of escalation for customer issues. This role will be responsible for working cross functionally to solve customer issues, upsell, cross sell, and renewing all customers.

The Customer Success team will serve as a liaison between the various teams on the customer side, and the matching internal functions within Zeni, including sales, US finance team, and India finance operations. The right candidate for this role will embody entrepreneurial thinking, take an analytical and strategic approach to each customer engagement and the role itself, and will be a master of using good judgment and project management.

This candidate will need to dive head-first into mastering the Zeni product and develop a basic understanding of finance operations within tech startups. While an accounting education or background is not required, the Customer Success Manager should feel confident explaining and conceptualizing how our solutions work to solve a variety of unique customer business needs. This requires relationship management skills as much as technical knowledge.

The role also requires experience dealing with conflict management and Customer management. Experience working within a POD like team, handling customer escalations and maintaining customer satisfaction is required.

Desired Skills And Experience

  • Own the relationship with our customers post-sales
  • Responsible for proactively engaging, educating, training and onboarding Customers who purchase Zeni
  • Lead customer conversations through phone, video, and email
  • Actively monitor activation and adoption of Zeni’s Dashboard while limiting dormancy
  • Advocate internally, primarily with the product team, for your Customers for feature improvements that solve customers business challenges
  • Proactively reach out to customers for upcoming renewals and meet defined renewal rates
  • Work collaboratively with the marketing, product, sales, financial operations, and customer onboarding teams to develop and promote Zeni initiatives
  • Proactively handle escalations independently; lead and serve as the first point of escalation for your cross-functional partners
  • Identify upsell and cross-sell opportunities, and execute these transactions; lead all pricing discussions post-sales
  • Collaborate in internal portfolio meetings to ensure we are delivering a world class customer experience
  • Deliver solution- and value-based Quarterly Business Reviews
  • Ensure we adhere to the agreed upon SOW with customers

Minimum Requirements

Required Skills & Experience:

  • 2 years of relevant experience in a client-facing project management, onboarding, or customer success role
  • Desire to build efficient processes and systems and has a continuous improvement mindset
  • Basic accounting experience or background
  • Thrives when working at a face paced high growth startup
  • Proven track record of successfully delivering complex projects and attaining high client satisfaction.
  • Excellent verbal, written and communication skills
  • Attention to detail in driving processes to completion within tight timelines
  • Ability to multi-task across multiple clients, tracking open items and deliverables
  • Confidence in driving customer experience, helping to drive customer success

Preferred But Not Required

  • Experience at financial tech startup
  • Accounting background with knowledge of current finance tech stack applications (Quickbooks, Stripe, Bill.com, etc.)
  • Basic accounting experience or background
  • Experience working at a startup

Base Salary

Your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below stated range. Your actual base pay will depend on your geographic location. Zeni uses compensation regions that vary depending on location. Pay is also determined by job-related skills, experience, and relevant education or training. Additionally, Zeni leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Zeni reserves the right to modify this information at any time, subject to applicable law.Salary Range: $70,000 - $88,000

Benefits & Perks

  • Medical, dental and vision with a generous company contribution strategy
  • 401(k)
  • Work from home flexibility
  • Home office set up stipend
  • Employee stock options
  • Flexible PTO
  • Generous sick and parental leave programs
  • Quarterly team offsites geared toward learning and having fun together

Position Location: This is a hybrid role which will require 2-3 work days per week spent in our Lehi, Utah office without requiring relocation assistance.

Travel Requirement: From time to time, the team participates in offsites in various locations across the US to plan, collaborate, learn and celebrate with each other. All standard travel expenses are covered by Zeni. All candidates must be willing to meet these travel requirements.

Zeni is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Zeni is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email hr@zeni.ai