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|Job Category :
||Strategic Customer Success Manager – USA
||New York, NY
|Job Description :
||As the Zeplin crew, we’re building an app used by tens of thousands of product teams daily. While creating a common language for our fellow designers and developers, we care deeply about building a product that delights them.
About the Zeplin
As the Zeplin crew, we’ve built a platform used by tens of thousands of product teams daily. While creating a common language for our fellow designers and developers, we care deeply about building a product that delights them.
About the Role
As a Zeplin Strategic Customer Success Manager, you will work directly with a portfolio of our largest existing digital agencies, and more generally with all ZAM participants, to own their adoption and expansion of Zeplin. As the trusted advisor to these companies, you’ll lead them in their journey from their first few users to the ubiquitous use of Zeplin across all of their teams.
You’ll assist in welcoming and onboarding agencies to our partner program through product alignment. Our Zeplin Agency Member program (ZAM) zeplin.io/zam has been designed to bring closer together with an amazing community of talented digital agencies who use Zeplin to deliver outstanding experiences for their customers and of course being part of ZAM has some special benefits.
The role sits within the Customer Success Crew but has very close alignment and synergy to the Partner Crew and will mainly work with the Agency Strategic Account Managers. You will be applying the principles and programs of Customer Success to the unique domain of digital agencies.
Act as a strategic advisor to a portfolio of 30-40 of our highest value digital agencies in the ZAM program
Clearly articulate how Zeplin can help achieve a customer’s most important business outcomes, and jointly devise and execute a plan with the customer to achieve those outcomes
Co-create account plans with a Strategic Account Manager that include customer objectives, engagement/adoption strategy, timelines, customer advocacy and expansion plans
Develop and maintain a network of champions across your customer’s organization, facilitating workshops on best known practices to catalyze organic growth
Analyze customer usage to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption
Drive referral and direct revenue by way of sell-to and sell-thru motions across ZAM partners
Work cross functionally with product, engineering, sales and marketing to escalate product feedback, secure customer references, and communicate Zeplin’s roadmap
Develop customer success best practices to ensure ongoing success not only for yourself but for the entire team.
Have stewardship and oversight of all agencies outside of the ZAM ‘Inner Circle’ (representing the portfolio of 30-40 of our highest value digital agencies)
Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom trainings/webinars, new collateral, and hosting office hours.
4+ years of B2B SaaS experience in a Customer Success or Account Management working with accounts of various sizes, ideally with experience of digital agencies
You have experience convincing customers to make strategic changes in their workflow
Passion to learn the product in and out, as well as the desire to become an expert in the product design industry.
Relevant experience in the product design and developer ecosystem a big plus
A strong drive to delight customers. You have received personal thank you notes, or have built long lasting relationships with your customers
Experience pulling resource and support from internal and external stakeholders to help achieve a customer’s desired outcome
Desire and experience working cross functionally to make company wide impact by implementing new tools, best practices and rolling out customer focused initiatives
Clear and positive communication and collaboration skills in written and spoken English
Strong problem-solving ability, seeking help from teammates to accomplish goals
Extremely well organized, can handle lots of spinning plates.
Digital Agency background with exposure to Design and Development collaboration, or SaaS partner experience specifically working with Digital Agencies
Zeplin is a connected space for product teams to share designs, generate specs, assets, and code snippets. We’ve reached over 4 million users from thousands of product teams, including Airbnb, Dropbox, Pinterest, Microsoft, and many more in just six years. We’re a Y Combinator startup backed by notable investors like Elad Gil, Mike Maples, Kevin Hale. We’re a small, distributed crew with offices in San Francisco, Istanbul, and London, UK.
Zeplin started as one piece of the product development cycle. And now designers and engineers interact at every point, from idea to production. Our goal is to help with all the issues that product teams might face in this process.
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