Customer Success Specialist (Remote US)

Overview:

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. Drawing from our unique perspectives, we collaborate to deliver on our purpose. 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.

Come make an impact every day at Zebra.

What We're Looking For:

The Customer Success Specialist is a post-sale, customer-facing role responsible for guiding a portfolio of customers through their post-sale journey. This includes onboarding, product adoption, ongoing utilization, and successful renewals. Operating in a highly programmatic and proactive manner, this specialist leverages data, playbooks, and structured calls-to-action (CTAs) to ensure customers realize the maximum value from their technology investments. They act as the customer's trusted advisor, advocate internally for their needs, and identify opportunities for account expansion and renewal. This role will work with end-users and partners.

This remote role must reside in the US, ideally in the southern states, with the ability to travel ~ 25%.

Essential Duties and Responsibilities

1. Onboarding & Product Adoption

• Serve as the primary post-sale point of contact for assigned customers, guiding them through a structured kickoff, implementation, and onboarding process
• Drive product adoption and utilization by educating customers on features, best practices, and advanced workflows that align with their business goals
• Conduct regular training sessions and provide resources to ensure customers are confident and proficient using their purchased solutions

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2. Retention, Renewals, & Account Health

• Proactively monitor account health metrics (such as utilization rates and support tickets) to identify and mitigate churn risks early
• Manage renewal cycles for assigned accounts, driving high retention rates and ensuring uninterrupted service.
• Identify upsell and cross-sell opportunities during customer touchpoints and collaborate with Sales/Account Managers to expand account revenue

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3. Customer Advocacy & Escalation Support

• Act as the "voice of the customer" internally, collecting and relaying user feedback, feature requests, and product pain points to Product and Engineering teams
• Coordinate cross-functionally with Support, Professional Services, and Sales to quickly resolve critical customer escalations and ensure SLA alignment

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️ Key Skills and Competencies

• Customer Relationship Management: Ability to establish rapport quickly, build trust, and manage diverse customer stakeholders
• Data Literacy: Comfort using CRM tools (e.g., Salesforce) and analytics platforms to track customer health scores and utilization trends

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• Problem-Solving & Empathy: Strong listening skills to understand customer business pain points and recommend targeted features or solutions
• Communication: Excellent written and verbal communication skills for presenting product training, leading meetings, and coordinating internal teams

Minimum Qualifications:

Bachelor's degree or equivalent experience. 2 + years' in a direct customer success role, specifically owning end-to-end renewal execution and driving account growth through upselling and cross-selling. Proven experience working within a channel partner model and a strong foundational understanding of channel sales dynamics and partner ecosystems. Strong interpersonal and communication skills, with a demonstrated ability to effectively manage relations with both direct customers and channel partners. Familiarity with customer relationship management (CRM) platforms, specifically Salesforce, and Configure, Price, Quote (CPQ) software. Must reside in the US with a strong preference to hire within the states of Georgia, South Carolina, Florida, Mississippi, Alabama, or Virginia. ~ 25% travel to be expected.

Preferred Qualifications:

• Experience in Healthcare and Hospitality preferred, but not required
• Ability to learn quickly, including strong technical acumen
• The ability to synthesize complex data into themes and develop recommendations, programs, calls-to-action
• Logical, structured thinking to build actionable, executable plans
• Team player with proven track-record of building relationships with sales and operations

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• Financial acumen to build ROI models

Equal Opportunity Employer:

Zebra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability and protected veteran status, or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com.

Know Your Rights:

https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf

Conozca sus Derechos:

https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Pay Range:

$78,560.00 - $117,840.00 Annual

Incentive Compensation:

In addition to base pay, Zebra offers this role an opportunity to earn variable compensation in the form of commission for achieving quota, at 25% , in accordance with the terms of the applicable sales incentive plan.

Zebra Total Rewards:

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive - including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.

Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.

Job Posting Statement:

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.