Customer Success Manager

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward‑thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

What We're Looking For:

• Serves as the primary post‑sale point of contact for clients/customers.
• Uses in‑depth knowledge of client industry and/or business processes, deep knowledge of the ZPA platform and technical expertise to drive and increase adoption and utilization of Zebra’s products.
• Demonstrates product features beyond central functionality to help the customer achieve specific business results.
• May recommend specific solutions to achieve customer’s desired result.
• Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross‑selling of related products.
• Ensures best practices are adopted for product use.
• May handle escalations and coordinate across functional areas of the company.

Essential Duties And Responsibilities:

• Manage a list of customers on their post‑sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy.
• Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs.
• Own the customer operation process from partnering to ongoing value delivery of the desired outcome.
• Work cross‑functionally on internal projects to support and drive the continued evolution of the solution.
• Create and execute a project management plan, providing awareness across the organization.
• Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately.
• Facilitate customer cadence calls, onsite and/or web trainings.
• Drive quarterly steering committee agendas, partnering with sales and Executive Management.
• Act as the voice of the customer and partner with them through the entire customer journey.
• Ensure customer environment is maximized to exceed value and expectations over time.
• Identify business process recommendations to accelerate the adoption, retention, upsell and value achievement.
• Deliver, document and reference customer success stories to distinguish ZPA’s services.
• Partner with client partner group to identify expansion opportunities.

Benefits:

We understand the importance of work‑life balance and wellbeing, which is why we offer flexibility for our teams including hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well‑being day to promote revitalization and success.