Customer Success Manager at Zipwhip

| Seattle
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Zipwhip is a Seattle-based SaaS (Software-as-a-Service) company providing text messaging to businesses across North America through cloud-based software and a best-in-class API solution. One of the fastest growing tech companies in North America as ranked by Deloitte Fast 500 2017 and 2018, Zipwhip invented the technology that enables businesses to text using their existing landline, VoIP or toll-free phone number and communicate with consumers the modern way.

Zipwhip is aggressively investing in our people, product offerings and processes. We are backed by Goldman Sachs, Microsoft Ventures, OpenView, Voyager Capital and a host of other investors, and are seeing rapid growth in both employees and revenue. Zipwhip is the only business-texting provider with direct connections to all Tier 1 and 2 wireless operators in the U.S., and we've delivered billions of texts to consumers nationwide.

Zipwhip employees come to work every day inspired and ready to live out our DIRECT values: Determination, Innovation, Respect, Enthusiasm, Collaboration and Trust. If you want to be part of an organization where highly motivated thinkers are empowered to change the way we communicate with the world around us, then we'd like to hear from you.

What we're looking for:

We're continuing to build out a team that's as diverse as it is creative. We're looking for a Customer Success Manager to join our ranks that is customer centric and empathetic as we exponentially grow our customer base.

Our Customer Success team supports our wide array of customers and own the customer relationship post-sale through renewal, as they engage with us and adopt our products to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer's business to build lasting partnerships that continue to add value over time. 

As a Customer Success Manager, you will be responsible for making every customer in your portfolio successful which ultimately assures positive net revenue retention (NDR) for our Mid-Market customer base. In this role, you will report to a Manager of Customer Success.  

What's the job really? 

  • Proactively manage a book of business and own meeting/exceeding renewal, upsell, and retention goals. 
  • Know your customers well – learn about their goals, processes, players and expectations so you can create a joint success plan and drive the overall strategy.  
  • Serve as the primary contact, delegate tasks where needed and ensure a strong customer experience. 
  • Build relationships throughout a customer’s organization, being comfortable engaging across C-level to licenses holders to ensure the strategic value is known and leveraged by all. 
  • Become a Zipwhip expert and advocate.  Use your knowledge to deliver scalable guidance to maximize the customer experience.  
  • Represent the “Voice of the Customer” as the customer advocate at Zipwhip and ensure putting customers first is a company-wide mindset.  
  • Identify new expansion opportunities to drive more value to our customers, negotiating terms and expanding the Zipwhip footprint.  
  • Meet monthly, quarterly, and annual performance objectives.

What you bring to the table: 

  • 5+ years account management experience in a consultative sales position, ideally within a SaaS company.  
  • Strong understanding of SaaS business models and their overall relationship to Customer Success. 
  • Experience guiding a mid-market customer base on their sales journey as a trusted advisor who consistently provides value 
  • The ability to pursue and ask strategic questions in a senior corporate environment while identifying growth opportunities. 
  • Experience dealing with a high volume of customer requests, queries and/or emails. 
  • Strong communication and presentation skills (phone, video, email). 
  • Resourcefulness with a facility for problem-solving by seeking the required information. 
  • Strong collaboration skills to create and maintain excellent internal relationships with support, sales, finance, operations, marketing, product, legal and human resources teams. 
  • Excellent verbal communication and writing skills. 
  • Impeccable organizational skills and an ability to multi-task across projects under tight deadlines. 
  • Patience and positivity.  Ability to remain calm and focused during a crisis.  

What we offer:

  • A fun, lively startup culture and one of Seattle's coolest offices. 
  • Core values-based leadership. 
  • A culture of employee engagement-lively weekly company updates as 1 example. 
  • Competitive salary and stock options. 
  • Complimentary access to a fitness center. 
  • Stipend for transportation and cell phone usage. 
  • Full benefits package including parental leave, a matching 401k program, PTO, and medical, dental, vision, disability, and life insurance. 
  • Complimentary snacks, complimentary beverages, a subsidized cafeteria with lunch made fresh every day, and free lunch on Fridays catered by local chefs. 
  • Complimentary shuttle access to office from King Street Station, Ferry Terminal and Yesler/Occidental. 

Zipwhip values an inclusive and diverse team. 

We are an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, national origin or ancestry, citizenship status, creed, religion, sex, pregnancy, sexual orientation, gender identity or expression, age, marital status, veteran status or any other status protected by federal, state or local law. 

We are an E-verify participating employer





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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

We just moved into a brand new space across from Elliott Bay - check out our water view, sky bridge to a beach park and roof deck.

An Insider's view of Zipwhip

What are some social events your company does?

Every Friday we do something called Gourmet Lunch Friday, or "GLF" as we call it, where we get lunch catered by local chefs and the whole company comes together to eat lunch. This is also a time to go over weekly updates about product, engineering, and sales.

Jenna

Talent Manager

What are Zipwhip Perks + Benefits

Zipwhip Benefits Overview

Flexible PTO policy in addition to 11 other standard holidays
About 8 days of paid sick leave per year
Medical, dental, and vision benefits
401K (matching 100% of the first 1% and 50% match on 2-6%. Only 17% of companies have better matches than we do)
Parking or transportation subsidy of $75/month
Cell phone stipend of $20/month
Gourmet Lunch Fridays (catered lunch every Friday)
Free drinks and snacks in the office space
Subsidized breakfast and lunch in cafeteria
Discounted fitness center near the office, and free fitness classes in the office

Culture
Volunteer in local community
Zipwhip participates in local volunteer activities such as the Big Climb -Leukemia & Lymphoma Society, Backpack Bridgade, and PAWS.
Friends outside of work
Eat lunch together
Intracompany committees
Zipwhip has culture and fun committees that are re-elected annually and manage events and programs from our annual holiday party to our volunteer programs.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Zipwhip provides employees a subsided gym membership program at a gym near the office for $20/ month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Customized development tracks
Paid industry certifications
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