Zinier is hiring a Customer Success Consultant to act as a trusted advisor, ensuring customers transform their operations with our platform. You will navigate complex organizational landscapes, build relationships from field technicians to C-suite executives, and drive adoption and measurable value realization.
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.
Work Mode
This is a remote-first position open to candidates located anywhere in the United States.
Zinier is an equal opportunity employer.
