Strategic Customer Success Manager - Remote

At Zyte, we eat data for breakfast and you can eat your breakfast anywhere and work for Zyte. Founded in 2010, we are a globally distributed team of over 240 Zytans working from over 28 countries who are on a mission to enable our customers to extract the data they need to continue to innovate and grow their businesses. We believe that all businesses deserve a smooth pathway to data.

For over a decade, Zyte has led the way in building powerful, easy-to-use tools to collect, format, and deliver web data quickly, dependably, and at scale. Today, the data we extract helps thousands of organizations make smarter business decisions, secure competitive advantage, and drive sustainable growth. We do this by building innovative leading-edge products that can solve the most complex web data challenges. Over 2,000 companies and 1 million developers rely on our tools and services to get the data they need from the web. 

Reporting to our Head of Customer Success, we are looking for a Strategic (Technical) Customer Success Manager who ensures our customers derive maximum value from our products such that they renew, expand and become advocates for us in the market. We operate a matrixed Delivery operation so on day-to-day basis, the Technical  Customer Success Manager will work closely with Delivery, Product and Sales coordinating the work efforts across our organisation to ensure a successful customer outcome.

If you are a customer-centric, data-driven, commercially-driven individual, who wants to be part of a world-class team then this is the role for you

Roles & Responsibilities:

• Act as the primary point of contact for senior leadership and C-suite stakeholders within our largest accounts.
• Develop and execute Joint Success Plans that align Zyte’s product capabilities with the customer's overarching business objectives.
• Own the gross retention and consumption expansion targets for your book of business, identifying white-space opportunities for upselling and cross-selling.

• Understand the "how" behind our data extraction, proxy management, and API solutions to lead high-level technical discussions without needing an Engineer in every room.
• Translate complex customer requirements into actionable product feedback for our Engineering and Product teams.
• Guide customers through technical best practices to ensure they are getting the most efficient performance out of the Zyte platform.

• Lead impactful Executive Business Reviews (EBRs) that move beyond vanity metrics to demonstrate clear ROI and cost-savings.
• Proactively identify "at-risk" accounts through data-driven health monitoring and execute turnaround strategies.
• Cultivate customer advocates to participate in case studies, webinars, and product beta testing.

In the role you will need:

• You can talk "API integration" with a Lead Developer in the morning and "Market Share Growth" with a VP of Data in the afternoon.
• You enjoy digging into usage data to find trends, risks, and opportunities.
• You don’t wait for a support ticket to talk to your customers; you’re already three steps ahead of their next business challenge.
• You have experience navigating the procurement and internal politics of Fortune 500-sized organizations.

Requirements:

• 5+ years in Customer Success, Account Management, or Sales Engineering, specifically managing Enterprise/Strategic accounts in the SaaS or Data space.
• A solid understanding of how the web works (HTML, JavaScript, APIs). Familiarity with the web scraping or data extraction ecosystem is a massive plus.
• Proven track record of managing multi-million dollar books of business and hitting retention targets.
• Exceptional storytelling and presentation skills—you can make complex data feel simple and compelling.
• A passion for teamwork and collaboration - you'll be working with multicultural and multidisciplinary teams on a regular basis (Sales, Marketing, Support, Product, etc) and will help to build the Customer Success "brand" across our entire organization
• Excellent written, verbal, presentation and interpersonal communication skills.
• Ability to work independently and as part of a remote team.

By joining the Zyte team, you will:

• Become part of a self-motivated, progressive, multi-cultural team.
• Have the freedom & flexibility to work remotely.
• Get the chance to work with cutting-edge open source technologies and tools.