Customer Success Manager II

Company: ChurnZero, Inc
Location: Washington
Posted on: March 1, 2025

Job Description:

Calling all Customer Success Managers! ChurnZero is looking for a passionate, results-oriented individual to join our award-winning team. In this role, you'll learn and leverage an industry-leading customer growth platform to empower customers to increase revenue and retention, accelerate their impact, and deliver the best possible experience to their customers. Led by Chief Customer and Product Officer Abby Hammer, one of 2024's Top CS Strategists, you'll have a career-defining opportunity to join a team named 'Top Customer Success Team of 2024' and consistently celebrated for excellence in customer value and partnership by SIIA CODiE, Appealie Awards, and Customer Success Collective. Join the ChurnZero customer success team and become an integral part of the journey.Job Title: Customer Success Manager II
Classification: Exempt
Reports to: Manager, Customer Success
Location: Remote, US-based
Target Salary: $92,500 annual base salary + 20% quarterly variableResponsibilities:

• Manage and grow relationships with accounts by acting as the customer's strategic business advisor
• Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey
• Establish long-term relationships with POCs and other key stakeholders to drive outcomes that contribute to mutual success
• Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero
• Build a strong pipeline of expansion opportunities by having value discussions within customers' CX teams as well as other business units
• Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought-leadership
• Ensure customer satisfaction by proactively addressing any issues or concerns
• Collaborate with sales and other teams to drive revenue growth
• Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback
• Strategic use of tools/processes to proactively anticipate and mitigate churn-risk or other obstacles that contribute to the customer's success
• Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero eventsQualifications:
  • Minimum of 4-6 years proven experience in customer success or account management
  • Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, Hubspot, etc)
  • Ability to use time productively and efficiently using the tools and resources available
  • Strong communication and negotiation skills
  • Ability to think strategically and identify revenue growth opportunities
  • Energetic and self-motivated; a team player who is also a proactive and creative problem solver
  • Ability to work independently and manage a large portfolio of large accounts
  • Bachelor's degree or equivalent experience in a related fieldAbout ChurnZeroChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.
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Keywords: ChurnZero, Inc, Washington DC , Customer Success Manager II, Executive , Washington, DC