CUSTOMER SUCCESS PARTNER EAST at Zuora
Boston, MA, US
Zuora is a SaaS company and the world’s foremost evangelist of the Subscription Economy®. Zuora’s leading subscription relationship management platform helps enable businesses in any industry to launch or shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, open new revenue streams, and disrupt market segments to gain competitive advantage. Zuora serves more than 800 companies around the world in every industry. TheSubscription Economy Index (SEI) demonstrates that SEI companies are growing revenues approximately nine times faster than the S&P 500. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Denver, San Francisco, London, Paris, Beijing, Sydney and Tokyo.

The Customer Success Partner manages both the day-to-day operational and long term strategic business relationship with Zuora’s key active customers. They play a pivotal role in ensuring that Zuora is viewed as and remains a strategic technology and business partner. The Customer Success Partner promotes adoption of Zuora products and services and positions Zuora to meet the current and future business requirements of our customers. The Customer Success Partner will also play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements. Cultivating key customers as Zuora advocates in the Zuora community and subscription economy is a requirement for this role. Finally, the Customer Success Partner helps drive customers’ business initiatives and optimize their processes aligned with Zuora’s technology to drive the growth and expansion of customer's’ business and the resulting growth of Zuora’s footprint and volume of business.

The Customer Success Partner will have excellent working relationships with other representatives of Zuora who will be active within his/her account(s). Specifically, a strong collaborative partnership with the Sales Account Manager is key to this role. The Customer Success Manager is a positive advocate for the customer within Zuora and will be a professional representative at all times in this post-sale role.

Ideal locations - Boston, New York or Atlanta


Responsibilities


Dedicated full-time Executive level asset for Flagship Accounts
Trusted Advisor for key business owners and executives including CxOs
Partners with CxO’s to develop a transformation roadmap
Cultivate relationships with key customer roles from functional owners to senior management
Proactively communicate relevant application, infrastructure, and product changes
Work with customer to optimize usage of Zuora including but not limited to: business process optimization, performance monitoring, training, and user adoption
Possesses the ability to interface with C-level executives to drive program strategy and ROI
Proactively identify where and how Zuora capabilities can deliver incremental business value
Frequent multi-level communications through executive business reviews, QBRs, etc.
Aligns the customer roadmap to Zuora current capabilities and future product direction
Recommend solutions to changing client requirements and emergent problems by carefully identifying and assessing all risks and benefits of possible approaches
Build account expansion plan with Account Executive with clear objectives, requirements and action plan that delineates roles.responsibilities and target timelines.
Ensure satisfactory resolution of Zuora-related technical issues, including coordination of cross-departmental Zuora resources (e.g., support tickets, Professional Services engagements)
Make recommendations and manage communication plans between Zuora and its clients’ organizations
Drives adoption through innovation
Identify and cultivate opportunities to grow Zuora’s footprint within existing customer accounts.
Coordinate with Sales Account Manager to support active sales campaigns
Serves as a liaison to other Zuora resources in Product, Services, and Sales, as neededServes in a ‘boundary spanning role’ across internal and external functions and partners
Active participation in Governance and Steering committees
Defines and executes a Success Plan addressing conflict along the way


Qualifications


4 year degree in a technology and or business related field
Strong business acumen and ability to provide sound business judgment
7 years customer-facing experience in customer success, technical sales, or professional services
Experience in the high tech industry, preferable in a Software as a Service (SaaS) environment
Strong account management, client service and/or management consulting experience
Successful candidates must have strong communication and problem solving skills, customer focus and results orientation
Executive presence. Comfort with ambiguity and C-level communication
Proven ability to present technical concepts effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and business topics
In depth knowledge of scalable Enterprise web applications (CRM, CPQ, ERP, GL)
Experience working with a cross-functional and geographically dispersed team and customer base with travel up to 40% of the time (including possible international travel)

Heidi Burns

Community Manager

Heidi joined WIN in February 2016 as Head of Community. Prior to WIN, Heidi founded Project Happy Hearts and has held positions at DocuSign, Eventbrite and H.Bloom. She studied business at Cal Poly San Luis Obispo and has her Masters in Social Entrepreneurship from University of Southern California, Marshall School of Business. As a Southern California native she enjoys spending her spare time at the beach and rooting for the Lakers.

Patrick Blute

Community Manager

Patrick Blute is from Cape Cod, Massachusetts. Before studying Sustainable Development at Columbia University, Patrick was a travel show host touring in over 54 countries. He has worked with companies such as Switch Communications, BackOffice Associates, National Geographic, and as a theatre producer in New York. He is an active alumni of the Coca-Cola Scholars Foundation and passionate about content creation, event management, and public speaking. Patrick is extremely excited to work in the intersection of technology and culture.

Jonathan Pines

Director

jp Before joining WIN, Jonathan co-founded GiftRocket (Y Combinator W11) and was a Software Engineer at Facebook. He is also an active angel investor. Jonathan studied math at Stanford and CS at Harvard. He enjoys thinking about interesting ideas and helping founders make them happen.

Kevin Webb

Director

kw Having grown up and been educated in Silicon Valley, Kevin has had little choice but to become completely dependent on the Internet. He studied Human Biology at Stanford, and has worked at companies such as Dash Navigation (acquired by RIM) and FunnyOrDie, as well as the Santa Clara County Public Health Department and the American Museum of Natural History in New York. Kevin’s background lies primarily in writing, web design, and social marketing, and when he’s not working on WIN, he’s generally spending time with friends or writing field shows for the Stanford Band.

Jeremy Schneider

Director

jJeremy Schneider joined WIN as a Senior Associate in January, 2011. Prior to WIN, Jeremy was a Senior Associate Consultant at Bain & Company in San Francisco, where he focused on technology companies and worked in the Private Equity Group. He graduated Summa Cum Laude, Phi Beta Kappa from Dartmouth College, where he majored in History. He has a Master’s degree in Economic and Social History from The University of Oxford, where he was a Clarendon Scholar. Jeremy grew up in the Bay Area and is thrilled to have the opportunity to work closely with entrepreneurs and to immerse himself in the world of start-ups.

Michael Neril

Co-Founder and Affiliate

Michael has worked with technology startups for 15 years as an advisor, investor, co-founder or operator.   Michael is a co-foundmner of Webb Investment Network (“WIN”), which he launched in 2010. As Managing Director, Michael led all investment activities for the firm, focused largely on enterprise cloud applications, marketplaces, and mobile marketing platforms, investing in over 50 companies across these sectors. Prior to WIN, Michael worked at LiveOps, a cloud-based contact center and labor marketplace, where he ran business development for its next-generation virtual work marketplace.  While there, he also incubated and ran the fastest growing product line within the Company. Michael joined LiveOps after it acquired the second of two technology startups which he co-founded called Ooreka, a virtual work marketplace.  Michael started his career as an investment banker in ING Barings’ Technology Group where he primarily advised venture-backed startups on M&A and corporate finance activities. Michael is also a mentor at several startup accelerators. Michael earned a BA in International Relations from Tufts University.  

Maynard Webb

Founder

mw Maynard Webb is a 30-year veteran of the technology industry. An active leader in the technology and business community, Maynard serves as a board member, investor, philanthropist and mentor to young entrepreneurs. As the founder of the Webb Investment Network (WIN), a seed investment firm dedicated to nurturing entrepreneurs, Maynard brings his experience developing and leading high-growth companies. WIN provides its portfolio companies with mentorship and on-demand access to an affiliate network of over 80 industry experts.

Irene Webb

CFO

“iw” Irene has been involved in the tech world since 1982. After graduating Rutgers with a degree in statistics, and forecasting sales for Breck and Pine Sol products at American Cyanamid, she went on to earn her MBA from East Carolina University. Eager to begin her tech career outside of her home state of New Jersey, she took a programming job (and later finance roles) with IBM in Boca Raton, Florida where she first met Maynard. Irene later worked at Thomas Conrad and then Quantum Corp before taking leave to focus on her family. She came out of retirement in 2010 to manage WIN's finances. When not managing WIN's budget, Irene enjoys traveling and playing golf.

Katie So’Oto

Executive Assistant

“ks” Katie comes to WIN with years of administrative experience from her prior roles at Tellme, (a Microsoft subsidiary), Russell Reynolds Associates and most recently Sofinnova Ventures. She brings a wonderful, positive attitude and service oriented approach to her role. Katie is a bay area native and lives in Redwood City with her husband and four boys.

Dena Porter

Business Operations Manager

WINteamHeadshotsDPDena brings more than a decade of ‘behind-the-scenes’ productivity and organizational knowledge to the fast-flowing stream of information and infrastructure at WIN. She has held positions in Silicon Valley start-ups fusionOne and Baynote and has teamed with Maynard for years at eBay, LiveOps and now WIN. Dena is fascinated by all things technology keeping her in tune with WIN’s existing and prospective portfolio companies.