Join Zinier as a Customer Success Consultant, where your mission is to serve as a trusted advisor and hands-on manager, ensuring customers transform their operations with our platform. You will navigate complex stakeholder landscapes, drive adoption and value realization, and proactively manage customer health to prevent churn and identify expansion opportunities.
What You'll Do
- 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 (workshops, training, change management) that transform user resistance into platform advocacy 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 cross-functionally with PS on handoffs, Support on escalations, Product on roadmap feedback, and Sales on commercial opportunities.
- Drive continuous improvement by developing repeatable playbooks, experimenting with engagement approaches, and contributing to evolving CS methodology.
What We're Looking For
- 5-8 years in customer success, account management, or consulting within B2B SaaS.
- Proven track record managing complex relationships and delivering measurable outcomes in fast-paced environments.
- Exceptional stakeholder orchestration skills: Navigate multi-layered organisations, influence without authority, and craft compelling narratives for diverse audiences.
- Strategic thinker with bias to action: Balance long-term vision with tactical execution; make decisions with 70% data, zoom in/out as needed.
- First-principles problem solver: Strong business acumen with grasp of operational metrics, ROI modelling, and data-driven decision making.
- Technical fluency and change management expertise: Understand product functionality, troubleshoot credibly with IT teams, and deploy adoption interventions that overcome resistance.
- Hustler mentality with customer empathy: Resourceful, persistent, opportunistic; genuine passion for customer success with comfort navigating complexity.
- Excellent communication and facilitation: Experience leading workshops, executive presentations, and training; ability to distil complexity into actionable insights.
- Embody our values: Be Hungry. Be Humble. Be Honest. And Hustle.
Work Mode
This role is global and can be based anywhere in the US.
Zinier is an equal opportunity employer. Our mission is to empower frontline workers - and the people supporting them - to achieve greater things for themselves and the world around them.
