Sr. Customer Success Manager

About Zapier

We're humans who simply think computers should do more work.

At Zapier, we’re not just making software—we’re building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. You’ll collaborate with brilliant people, use the latest tools, and leverage the flexibility of remote work. Your work will directly fuel our customers’ success, and as they grow, so will you.

Job Posted: 2/14/2025

Remote - America’s

Hi there!

We're looking for a Sr. Customer Success Manager (CSM) to join the Customer Success team at Zapier. As a CSM you’ll deliver exceptional 1:1 support to upmarket customers, acting as their main contact post-sale. This role demands a deep understanding of upmarket customer needs, a strategic mindset, and a commitment to outstanding service. By building strong relationships and collaborating with Sales, Customer Success, Support, and other teams, you’ll enhance the overall customer experience, leading to high satisfaction, customer retention, and growth.

If you want to advance your career at a fast-growing, profitable, impact-driven company, read on…

Our Commitment to Applicants

Culture and Values at Zapier

Zapier Guide to Remote Work

Zapier Code of Conduct

Diversity and Inclusivity at Zapier

About You:

• You have experience working with customers in a SaaS environment. You have a strong understanding of working to mitigate churn and drive engagement and growth.  We are specifically looking for 5+ years of experience in SaaS or Tech industry. 3+ years of experience as a Customer Success, Account Management, or another client-facing role for a SaaS product.

• You are customer-centric. You are driven by the customer, and their outcomes are at the heart of everything you do. You have experience building and maintaining relationships both deep and wide within the organization.

• Data drives you. You have experience in data gathering, analysis, and reporting. You are able to drive retention and growth among our customers by understanding their business needs and leveraging data analysis.

• You’re an excellent written and verbal communicator. We’re a 100% remote team, and writing is our primary means of communication at Zapier. However, you may be talking to customers in real time so you will be strong in communicating verbally too.

• You love solving complex, ambiguous problems. Every customer is different, often radically so. You relish in meeting their current needs and solving their problems that may have gone unsaid.

• Product knowledge: In-depth understanding of our product, its features, functions, and pricing, as well as general knowledge of relevant technology and SaaS applications.

Things You’ll Do:

Customer Relationship Management:

• Independently manage 50+ accounts in a high-touch environment. Build and maintain strong relationships with assigned customers and multiple stakeholders, acting as their dedicated CSM.

• Provide ongoing guidance, identify and collaborate on new use cases, and strategically identify expansion opportunities.

Cross-functional Collaboration

• Foster strong relationships with Sales & Success, Support, Product, Marketing, and Engineering teams to ensure seamless customer support and integrate feedback into organizational processes.

• Coordinate across teams to rapidly address complex issues and manage escalations.

• Serve as a liaison between assigned customers and internal teams to maintain clear communication and deliver a top-notch customer experience.

Customer Strategy:

• Implement processes for monitoring and analyzing customer health metrics, usage patterns, and engagement levels.

• Provide regular health reports to customers and internal teams to proactively address potential issues.

• Unlock unforeseen use cases that drive further adoption of Zapier within the organization.

How to Apply

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws.

Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact [email protected]. 

Application Deadline:

The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.

Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.