Senior Manager, Account Management

Who We Are

At ZayZoon, we are on a mission to save ten million hardworking employees ten billion dollars. We’ve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness.

We offer a variety of financial wellness services like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees.

We are fully remote across Canada & the US. ZayZoon was also recognized for its growth in the 2023 Deloitte Technology Fast 500 and top-10 growth companies in Canada by CIX awards. Further, our recent funding extension has raised our Series B funding round to nearly $50 million USD.

About The Role

The Senior Manager, Account Management will be instrumental in driving client satisfaction, retention, and growth. This role involves leading a team of client success professionals, crafting strategies to enhance client engagement, and building strong, lasting relationships with key stakeholders.

• Team Leadership: Lead, mentor, and coach a team of client success account managers to deliver exceptional service and support to our clients
• Client Engagement: Develop and implement strategies to proactively engage with clients, understand their needs, and provide solutions that drive value and satisfaction
• Retention and Growth: Collaborate with sales, marketing and product teams to identify opportunities for upselling, cross-selling, and expanding client relationships
• Customer Advocacy: Serve as the voice of the client within the success organization, advocating for their needs and driving initiatives to enhance their experience working closely with Success leadership
• Performance Tracking: Establish and own key performance metrics and goals for the client success team, regularly monitor performance, and implement strategies for improvement
• Feedback and Communication: Gather feedback from clients to identify areas for improvement and communicate insights to relevant teams to drive product enhancements and service improvements
• Process Optimization: Continuously evaluate and refine client success processes to streamline operations and enhance efficiency
• Risk Management: Proactively identify and address potential risks to client satisfaction and retention, taking preemptive measures to mitigate issues
• Collaboration: Foster strong cross-functional collaboration with sales, marketing, product, and support teams to ensure a cohesive and seamless client experience
• Market Insights: Lead and coach team on industry trends, competitive landscape, and market dynamics to inform client success strategies and initiatives
  
  

What You Bring To The Table

• 5+ years of experience leading an Account Management or Customer Success team within a startup or scale-up environment
• Proven track record of leading high-performing client success teams and driving results
• Strong understanding of the client journey from onboarding to adoption and familiarity with building out customer segments, engagement strategies and driving net retention
• Excellent communication, interpersonal, and relationship-building skills
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Strategic thinker with the ability to develop and execute effective client success strategies
• Results-oriented with a focus on exceeding targets and delivering exceptional client outcomes
• Strong skill set of coaching and mentoring team members with career development planning
  
  

What You Can Expect From Us

Every application will be reviewed by our team - we're committed to giving each application the attention it deserves because we know how important this step is for you. We want to make sure you're always in the loop and will respond to every application.

So go ahead and hit that apply button with confidence, knowing that we’re here for you every step of the way! We can't wait to hear from you.