Senior Customer Success Manager in SALT LAKE CITY METROPOLITAN AREA

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.

The Customer Success team is responsible for setting 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 Senior 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 Senior 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

• Build strong relationships at the customer, from executive to daily operators
• Be a consultative trusted advisor for the customer by building in depth relationships and understanding the business goals and objectives
• Be a product and industry expert, and act as a trusted advisor and consultant to ensure your customer is leveraging the full value of Zeni
• Develop, execute on and maintain strategic account plans and QBRs to drive business value and ROI
• Partner with the financial operations’s account team and lead internal and client facing planning, prioritization, and delivery
• Collaborate with internal stakeholders (Engineering, Product, Sales, Support, Fin. Ops, Onboarding, and Execs) to achieve customer goals, acting as the voice of the customer to provide visibility, resolve escalations, and deliver shared roadmap goals
• Drive all phases of the account lifecycle - retention, renewal, and upsell / growth
• Consistently achieve high customer satisfaction and growth across business lines by executing strategies that maximize contract value while protecting and enhancing the customer relationship
• Identify, clearly communicate and manage risk through proactive touchpoints and taking the lead in developing resolution strategies
• Design and execute on a value roadmap for your customers
• Be consultative and bun-depth relationships, and a complete understanding of their business goals and objectives

Required Skills & Experience:

Minimum Requirements:  

• 4+  years of relevant experience in a client-facing project management, onboarding, or customer success role  
• Experience working with large enterprise customers with deep technical/product needs.
• Ability to navigate enterprise organizations’ political landscape to develop and expand relationships at all levels while driving large-scale, high-visibility, strategic initiatives for customers.
• Excellent executive presence through written and verbal communication.
• Ability to understand and sell against the competitor landscape
• Flexible, quick learner, and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment
• Ability to gather and use data to inform decision making and persuade others, both internally and externally
• Experience in the technology/SaaS space.  

Preferred but not required:

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

Position Location: This role is available in the following locations: San Francisco Bay Area, CA or Salt Lake City, UT. Applicants must be able to work from either our Palo Alto, CA or Lehi, UT office 2 days per week without relocation assistance. 

[US Only] 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: $100,000 to $140,000

[Us Only] Benefits & Perks 

• Medical, dental and vision with a generous company contribution strategy
• 401(k)
• Work from home flexibility for most roles
• Home office set up stipend 
• Employee stock options 
• Flexible PTO 
• Generous sick and parental leave programs 

[US Only] 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.