Customer Success Consultant
New
Z
ZinierB2B SaaS
Anywhere in the UK, or Europe, Able to collaborate with customers and teams in other countries or continents as neededFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5-8 years
- Required Skills
- Data AnalysisStakeholder managementChange ManagementCustomer SuccessAccount Management
Requirements
- 5-8 years in customer success, account management, or consulting within B2B SaaS.
- Proven track record managing complex relationships and delivering measurable outcomes such as GRR, Expansion ARR and Adoption.
- Exceptional stakeholder orchestration skills: ability to navigate multi-layered organisations and influence without authority.
- Strategic thinker with a balance of long-term vision and tactical execution.
- Strong business acumen with a grasp of operational metrics, ROI modelling, and data-driven decision making.
- Technical fluency to engage in configuration-level conversations and partner effectively with Solution Architects.
- Change management expertise to deploy adoption interventions and overcome resistance.
- Hustler mentality: resourceful, persistent, and comfortable navigating complexity.
- AI-forward mindset with experience experimenting with AI tools for workflow automation.
- Excellent communication and facilitation skills, including leading workshops and executive presentations.
- Prior experience in field service management, industrial workforce operations, or enterprise operations platforms is a plus.
Responsibilities
- Own post-implementation customer journeys for a portfolio of accounts, driving adoption from go-live through sustained value delivery and measurable ROI achievement.
- Proactively monitor customer health (usage, sentiment, support tickets) and orchestrate interventions before issues escalate into churn risks.
- Lead Quarterly Business Reviews (QBRs) that demonstrate ROI, identify expansion opportunities, and strengthen executive relationships.
- Navigate complex stakeholder environments, building trusted relationships across operational teams, IT, and service delivery leadership.
- Facilitate adoption activities such as workshops, training, and change management to transform user resistance into platform advocacy.
- Identify and qualify expansion opportunities based on customer maturity and usage patterns; own or support renewal processes to achieve NRR targets.
- Collaborate cross-functionally with PS on handoffs, Support on escalations, Product on roadmap feedback, and Sales on commercial opportunities.
- Automate workflows by identifying automation opportunities and implementing AI-driven approaches to improve scale and efficiency.
- Drive continuous improvement by developing repeatable playbooks and contributing to evolving CS methodology.
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