Senior GTM Success Manager

About the role

ZoomInfo is where careers accelerate. You will act as an extension of strategic customers, acting as a proactive advocate within ZoomInfo and our customer base to accomplish defined objectives. You will develop a trusted advisor relationship with strategic customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging ZoomInfo to achieve full business value. You will translate customer data into insight, analyzing usage, adoption, and performance data to build a compelling narrative that connects ZoomInfo's value directly to the customer's business outcomes. You will conduct business and gap analysis with strategic accounts to uncover unmet business needs, workflow inefficiencies, or underutilized capabilities, designing a consultative strategy to close those gaps. You will bring a solutions consulting mindset to account management, diagnosing the "why" behind adoption or performance trends and prescribing tailored solutions. You will closely manage and nurture accounts to identify and eliminate risk of attrition while establishing trusted, sustainable relationships through the full life cycle of the subscription.

Key facts

What you'll do

Analyze customer data to translate complex datasets into clear, business-relevant stories and actionable recommendations for stakeholders.

Conduct business and gap analysis with strategic accounts to uncover unmet business needs, workflow inefficiencies, or underutilized capabilities.

Develop and execute strategic account plans that align with the strategic customer's business case and organizational objectives.

Build and deliver regular business reviews that tell a clear, data-driven story linking usage trends, ROI, and strategic recommendations into a cohesive narrative for senior stakeholders.

Identify customer use cases and business problems, sharing best practices on what success looks like with similar organizations in the market.

Partner with internal ZoomInfo stakeholders to align account activities with the strategic customer's business priorities and desired outcomes.

Closely manage and nurture strategic accounts to identify and eliminate risk of attrition while safeguarding long-term relationship health.

Establish trusted, sustainable relationships with customers through the full life cycle of the subscription to ensure their ongoing success and expansion.

Identify renewal risk and collaborate with internal teams to remediate issues and ensure a successful renewal outcome.

Ensure customer feedback is clearly captured, synthesized, and conveyed internally to enable ongoing improvement of products and services.

Drive adoption of ZoomInfo tools and features by coaching stakeholders on best practices and uncovering workflow integration opportunities.

Leverage world-class training resources and internal expertise to continuously refine strategic account strategies and execution tactics.

Requirements

Possess 8+ years of customer success, account management, or sales experience in a competitive SaaS environment.

Have 5+ years of experience working with strategic level accounts at the executive and decision-maker level.

Demonstrate a great understanding of world-class go-to-market processes, including how Revenue Operations, Enablement Leaders, Sales Managers, Customer Success leaders, and individual contributors think and operate.

Prior experience in solutions consulting, sales engineering, business consulting, or a similarly analytical or advisory customer-facing role is strongly preferred.

Show a proven ability to translate complex data sets into clear, business-relevant stories and actionable recommendations for stakeholders.

Exhibit strong analytical and diagnostic skills, being comfortable digging into customer data to identify root causes of risk or underperformance rather than addressing only surface-level symptoms.

Maintain excellent communication skills, including issue tracking, triaging, and crisis management across internal and external stakeholders.

Effectively communicate with internal and external customers and all levels of management with clarity and professionalism.

Communicate technical information to non-technical audiences in a concise and compelling manner.

Demonstrate the ability to manage multiple strategic accounts simultaneously while prioritizing demands and meeting deadlines in a fast-paced environment.

Show a results-driven mindset with a strong commitment to meeting and exceeding performance targets and customer satisfaction goals.

Possess strong problem-solving capabilities and a proactive approach to identifying opportunities for process improvement and value realization.