Customer Success Manager

Customer Success | Hybrid

Dallas, TX

Background

Ziflow is the leading enterprise collaborative proofing platform that helps agencies and brands deliver exceptional creative work by streamlining feedback on any creative assets from concept to delivery. Ziflow boasts nearly 2000 customers including McCann/IPG, Delta Faucet, Logitech, Sephora, AWS, DoorDash and Williams Sonoma.

Ziflow was founded in 2016 by the founders of ProofHQ, recognized as the pioneer of online proofing and eventually sold to Workfront (Adobe).  Ziflow team members are located in the US, UK, Poland and South Africa.

The entire Ziflow executive team has extensive experience building, growing and successfully exiting SaaS businesses in this product category.

The Role

As a Customer Success Manager at Ziflow, you are responsible for ensuring the success, growth and satisfaction of our customers post-sale.

Reporting to the Director of Customer Success, you will work closely with customers to drive engagement, adoption, and success, thereby driving revenue growth and retention.

Responsibilities

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and successful implementation of Ziflow solutions.
• Customer Engagement: Maintain regular communication with customers to understand their needs, provide ongoing support, and drive product adoption.
• Relationship Management: Build and maintain strong relationships with key customer stakeholders to foster loyalty and satisfaction.
• Churn Reduction: Proactively identify and address customer issues to minimize churn and enhance retention rates.
• Expansion Opportunities: Identify opportunities for upselling and cross-selling within your customer portfolio to drive expansion MRR.
• Collaboration: Work closely with Sales, Marketing, Product, and Support teams to ensure customer success initiatives are aligned with overall business objectives.
• Issue Resolution: Serve as a point of escalation for customer issues, coordinating with other teams to ensure timely and effective resolution.
• Performance Metrics: Track and analyze key performance metrics to measure customer success and provide regular reporting and insights to senior management.
• Strategy Execution: Implement strategies to drive customer retention, expansion, and advocacy.
• Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to inform product development and strategic decisions.
• Industry Awareness: Stay informed about industry trends, competitive landscape, and customer needs to continuously improve the customer experience.

Required Skills and Experience

• Experience: 4+ years in SaaS customer success or account management.
• Education: Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proven Success: Demonstrated track record of driving customer success, retention, and expansion in a SaaS or technology-driven environment.
• Leadership Skills: Strong ability to lead and coach customers toward achieving their business goals.
• Communication: Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and credibility with customers and internal stakeholders.
• Strategic Thinking: Ability to develop and execute customer success strategies that drive business results.
• Analytical Mindset: Proficient in leveraging data and metrics to inform decision-making and drive continuous improvement.
• Customer Focus: Passion for customer advocacy and a relentless focus on delivering exceptional customer experiences.