OUR VISION: THE WORLD. SUBSCRIBED.

For the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).

Zuora’s leading, cloud-based software solution automates all subscription order-to-revenue operations in real-time for any business. Companies in any industry can launch new businesses, shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, and disrupt market segments to gain competitive advantage. 

Your Mission: 

We are seeking a Strategic Customer Success Manager to scale a portfolio of our most important customer accounts. 

As a Strategic Customer Success Manager, you own the crown jewels of Zuora’s customer base. You will manage day-to-day operational and long term strategic business relationships with Zuora’s strategic customers. You will work with customers to develop a success plan that outlines how Zuora adoption will address their critical needs both immediately and, in the future. 

You will have excellent working relationships with other representatives of Zuora who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role. You are the voice of the customer within Zuora, ensuring your customers can see value each and every day across the products and services they use.

You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the Zuora experience and ultimately drives revenue retention and growth. We win when our customers win.

The keys to success in this role are the ability to facilitate work sessions with all levels in a customer organization, troubleshoot to identify gaps between best practice and actual usage of Zuora, and clearly communicate recommendations that enable the customer to fully adopt Zuora in order to grow their business in the Subscription Economy. 

What you’ll do & achieve:

• Own the most important and strategic customers to ensure each customer is achieving business value for every stage of their subscription lifecycle 
• Work with customers to develop a success plan that outlines how Zuora adoption will address their critical needs both immediately and, in the future
•  Serve as a key “Voice of the Customer” internally at Zuora
• Owns the adoption of all licensed products and ensures the customers are receiving business value and return on investment
• Recommends and executes joint success plans with their portfolio of customers at the Executive Sponsor level
• Executes strategic business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future (products and services)
• Helps customers plan and execute a world class subscription experience –  this often requires change management guidance and is a key piece of the role!
• Creates playbooks and informs processes for how we can scale our approach towards supporting our largest and most complex customers
• Retain and grow the revenue for existing Zuora customers, owning renewal of customer base and churn target.

• Partner with sales leadership to grow Zuora revenue via upsells while providing an ideal customer experience.

• Proactively identify where and how Zuora capabilities can deliver incremental business value
• Build account expansion and retention plan with Account Executive with clear objectives, requirements and action plan that delineates roles, responsibilities and target timelines with the aim of driving value within their current contract with Zuora.
• Ensure satisfactory resolution of issues, including coordination of cross-departmental Zuora resources (e.g., Support, Professional Services engagements)

What you’ll need to be successful:

• 5+ Years in an account management or customer success role within an enterprise software or SaaS organization, 
• Ideally experience from one of the following industries: finance, digital marketing, ERP, or another large-scale business system
• Second language is an asset (English, French, German, Italian)
• Proven record of driving measurable customer outcomes and success with large, complex customers
• Experience leading multiple large, sophisticated technical projects and/or enterprise-level programs
• History leading business transformation programs, including those that involve C-Suite commitment and change management
• Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making
• Proven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, empathetic  approach and the grit to get things done
• Strong ability to align technical concepts & features to business needs
• Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients
• Outstanding presentation development and delivery skills, with the ability to speak to end users and VP and above leaders 
• Experience working with a cross-functional and geographically dispersed team and customer base.
• Bachelor’s Degree or equivalent experience

About Zuora

Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-cash process, including billing and revenue recognition. 

At Zuora, every employee is the CEO of their career and leading our mission are over 1,200 passionate and innovative ZEOs who value freedom, responsibility and accountability in equal measure because they have the capacity to make shift happen. Our culture isn’t an empty branding effort – our ZEOs love working here and it shows in our 4+ rating on Glassdoor. We take it very seriously. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.

Zuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo. 

At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an equal opportunity employer committed to creating an inclusive environment for all. 

To learn more visit www.zuora.com