Teams at Zocks

Own the full post-sale customer lifecycle for a portfolio of SMB accounts, including onboarding, adoption, value realization, account health, churn prevention, renewals, and upsell coordination. Lead customer check-ins, health reviews, renewal negotiations, and save plays while maintaining accurate Salesforce records. Collaborate with Sales, Product, Engineering, Support, and RevOps to improve customer outcomes, processes, reporting, and retention.

Manage and grow the Customer Success team for SMB financial-services customers. Recruit and develop Product Success Specialists, drive product adoption and value realization, create scalable onboarding and education programs, monitor customer metrics, and develop data-driven playbooks. Partner with Sales, Marketing, Product, and Implementation to improve customer activation, optimize onboarding experiences, identify expansion opportunities, and build repeatable customer success systems.

Manage Zocks’ frontline Enterprise and SMB Support Specialists, overseeing hiring, onboarding, staffing, ticket-volume forecasting, work assignments, KPIs, QA, escalations, and performance management. Develop scalable support processes, maintain service quality, coach team members, and partner with technical, premium, and cross-functional teams. The role requires strong SaaS support leadership, security awareness for wealth-management clients, and at least three days per week in the Denver office.