Customer Success Consultant
New
Z
ZinierField service software
Remote - United KingdomFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5-8 years in customer success, account management, or consulting within B2B SaaS
- Required Skills
- Stakeholder managementChange ManagementCustomer SuccessAccount Management
Requirements
- Bring 5-8 years of experience in customer success, account management, or consulting within B2B SaaS.
- Have a track record managing complex relationships and delivering measurable outcomes such as GRR, Expansion ARR, and Adoption.
- Navigate multi-layered organisations, influence without authority, and tailor narratives for diverse audiences.
- Balance strategic planning with tactical execution and make decisions using available data.
- Apply business acumen to operational metrics, ROI modelling, and data-driven decision-making.
- Bring a technical foundation for configuration-level conversations, troubleshooting platform issues, and partnering with Solution Architects.
- Have change management expertise and the ability to design adoption interventions that address user resistance.
- Bring experience leading workshops, executive presentations, and training, and distil complex information into actionable insights.
- Actively experiment with AI tools and identify automation opportunities in your own workflows.
- 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.
- Monitor customer health using usage, sentiment, and support-ticket signals, and coordinate interventions before issues escalate into churn risks.
- Lead Quarterly Business Reviews that demonstrate ROI, identify expansion opportunities, and strengthen executive relationships.
- Build trusted relationships across operational teams, IT, and service delivery leadership.
- Facilitate workshops, training, and change management activities to support adoption and feature utilisation.
- Identify and qualify expansion opportunities based on customer maturity and usage patterns, and own or support renewal processes.
- Collaborate with Professional Services, Support, Product, and Sales on handoffs, escalations, roadmap feedback, and commercial opportunities.
- Identify automation opportunities and implement AI-driven approaches to improve workflow scale and efficiency.
- Develop repeatable playbooks, experiment with engagement approaches, and contribute to evolving customer success methodology.
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