Customer Success Consultant
Z
ZinierB2B SaaS
Location: Remote - United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Ability to communicate effectively in Spanish in a business setting is a plus.
- 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.
- Demonstrate 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 to diverse audiences.
- Balance long-term strategy with tactical execution and make decisions with 70% data.
- Apply business acumen, operational metrics, ROI modelling, and data-driven decision-making to solve problems.
- Bring a technical foundation for configuration-level conversations, partnering with Solution Architects, and troubleshooting platform issues.
- Use change management expertise to deploy adoption interventions that overcome resistance.
- Have experience leading workshops, executive presentations, and training, and distilling complexity into actionable insights.
- Field service management, industrial workforce operations, or enterprise operations platform exposure is a plus.
- Experiment with AI tools and identify workflow automation opportunities.
- Ability to communicate effectively in Spanish in a business setting 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.
- Monitor customer health, including usage, sentiment, and support tickets, 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 to support platform adoption and feature utilisation.
- Identify and qualify expansion opportunities based on customer maturity and usage patterns; own or support renewal processes to achieve NRR targets.
- Collaborate with Professional Services on handoffs, Support on escalations, Product on roadmap feedback, and Sales on 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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