[Hiring] Strategic Customer Success Manager @Zyte

Role Description

Reporting to our Head of Customer Success, we are looking for a Strategic (Technical) Customer Success Manager who ensures our customers derive maximum value from our products such that they renew, expand and become advocates for us in the market. We operate a matrixed Delivery operation so on day-to-day basis, the Technical Customer Success Manager will work closely with Delivery, Product and Sales coordinating the work efforts across our organisation to ensure a successful customer outcome.

• Act as the primary point of contact for senior leadership and C-suite stakeholders within our largest accounts.
• Develop and execute Joint Success Plans that align Zyte’s product capabilities with the customer's overarching business objectives.
• Own the gross retention and consumption expansion targets for your book of business, identifying white-space opportunities for upselling and cross-selling.
• Understand the "how" behind our data extraction, proxy management, and API solutions to lead high-level technical discussions without needing an Engineer in every room.
• Translate complex customer requirements into actionable product feedback for our Engineering and Product teams.
• Guide customers through technical best practices to ensure they are getting the most efficient performance out of the Zyte platform.
• Lead impactful Executive Business Reviews (EBRs) that move beyond vanity metrics to demonstrate clear ROI and cost-savings.
• Proactively identify "at-risk" accounts through data-driven health monitoring and execute turnaround strategies.
• Cultivate customer advocates to participate in case studies, webinars, and product beta testing.

Qualifications

• You can talk "API integration" with a Lead Developer in the morning and "Market Share Growth" with a VP of Data in the afternoon.
• You enjoy digging into usage data to find trends, risks, and opportunities.
• You don’t wait for a support ticket to talk to your customers; you’re already three steps ahead of their next business challenge.
• You have experience navigating the procurement and internal politics of Fortune 500-sized organizations.

Requirements

• 5+ years in Customer Success, Account Management, or Sales Engineering, specifically managing Enterprise/Strategic accounts in the SaaS or Data space.
• A solid understanding of how the web works (HTML, JavaScript, APIs). Familiarity with the web scraping or data extraction ecosystem is a massive plus.
• Proven track record of managing multi-million dollar books of business and hitting retention targets.
• Exceptional storytelling and presentation skills—you can make complex data feel simple and compelling.
• A passion for teamwork and collaboration - you'll be working with multicultural and multidisciplinary teams on a regular basis (Sales, Marketing, Support, Product, etc) and will help to build the Customer Success "brand" across our entire organization.
• Excellent written, verbal, presentation and interpersonal communication skills.
• Ability to work independently and as part of a remote team.

Benefits

• Become part of a self-motivated, progressive, multi-cultural team.
• Have the freedom & flexibility to work remotely.
• Get the chance to work with cutting-edge open source technologies and tools.