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Enterprise Customer Success Manager

About Zaptic

Zaptic believes that front line workers are worth working for – a highly valuable, always evolving group of people on whom the world depends. Zaptic is changing the future of industrial work by delivering contextualised, on-the-job assistance to frontline workers. Our connected worker application is already vital to our clients in the CPG industry (our first target but not our only target!). We are already core to the operational excellence journey for some of the world’s largest manufacturers and we are helping to shape the role of people in the future of industrial work.

Team Description

At Zaptic, the Customer Success team is part of our overall Revenue team – with a growth mindset, Customer Success helps tie the knot between the Sales, Product and Marketing teams. Zaptic’s no-code connected worker platform allows our customers to grow as wide and as far as their imagination takes them. There to support them every step of the way are our Customer Success Managers, connecting raw requirements with a deep knowledge of the Zaptic system.

As an Enterprise Customer Success team member at Zaptic, you will use your skillset to build key relationships with your customer base to ensure Zaptic customers are engaged, active and growing. It will be your responsibility to work proactively with our largest customers to use outcome-based reporting and KPIs to show a return on investment. We need you to help build the methodical and insightful approach we will take with our clients to grow predictably and successfully. With this in place, you will help to grow and build Zaptic’s footprint within the customer organisation!

What excites you

  • Working in a fast-paced, exciting environment of a start-up, with the success, stability, and ambition of a scale-up.
  • Standardising Success Plans for customers in your portfolio, contributing to and methodically executing against a framework that enables growth, deepening relationships, delivery and program management of each account.
  • Building deep, trusted relationships with all levels of a large enterprise client; from strategic c-level to operational stakeholders; drive advocacy and business outcomes from this.
  • Becoming an expert in our product, their features, functions and educate customers on the use & benefits of our products
  • Owning enterprise customer accounts and the entire customer lifecycle, proactively identifying expansion opportunities and areas to mitigate churn
  • Working as a team, where attributes of trust, openness, transparency and honesty are key, as they allow us to have a feedback-driven culture that keeps us improving to deliver the best solution for our customers.
  • Consulting on industry and product best practices and advising on business reviews. Be comfortable presenting to a variety of audiences
  • Advocating for customers internally by providing continuous feedback to Sales, Marketing, Product teams

What excites us

  • Goal-oriented and can think at a high level about the important initiatives your customer requires to achieve important business outcomes.
  • Awesome collaborator who enjoys working with others.
  • A willingness to try, and succeed or not – supported by team and process (both evolving!) to track and to manage what is really going on
  • An understanding and a passion for knowing what makes customers successful within the enterprise SaaS space
  • Track record of quota overachievement and ability to deliver consistently against targets;
  • Experience building solid relationships at all levels of a client organisation including c-level and delivering business outcomes
  • Have a customer focused mindset. Demonstrated ability to work creatively and analytically in meeting customer needs.
  • Are a strategic, motivated thinker with the ability to prioritise, shape and implement solutions to empower us to scale without compromising user experience.
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