Customer Success Manager
Zilliant
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Build and manage strong relationships with customer executive stakeholders (up to C-level)
- Own overall customer health including contract renewal rate and gross revenue retention for your customers
- Assess customer health accurately, create and lead mitigation plans to improve customer health, and escalate for help needed as required
- Provide proactive engagement, both in-person and remotely, with assigned customers throughout their post-sale experience with Zilliant
- Create annual joint success plans with customers to outline their outcomes, objectives, metrics, and timelines; identify and remove any barriers to the customer’s success plan completion
- Plan, prep, and deliver quarterly business reviews with our customer executives and decisions makers
- Understand your customer’s operations, industry, and business strategy and advocate for the best way for Zilliant to support their business goals
- Develop expertise in Zilliant solutions, the business outcomes they facilitate, and the strategies and key capabilities customers must leverage to achieve those outcomes
- Conduct as needed workshops with customers to understand their current operations and recommend workflow, process, or adoption changes to maximize value from their Zilliant products
- Drive account expansion by identifying new opportunities and involving appropriate sales resources
Requirements
- 3-5+ years of experience in customer success or account management, specifically managing and renewing enterprise-level accounts
- Strong relationship-building skills, including experience engaging with C-level executives
- A consultative approach with the ability to diagnose issues, uncover root causes, and provide strategic solutions
- Experience supporting multiple SaaS products within an account
- Excellent communication skills and a proactive approach to customer engagement
- Background in B2B manufacturing and distribution is a plus
- Experience with SAP ERP platforms or Salesforce Revenue Cloud is a plus
Benefits
- Full benefits package including medical, dental, and 401k plans with a company match
- Generous Paid Time Off (PTO) policy to ensure a solid work/life balance
- Monthly Zilliant Zen Days to rest and recharge
- Comprehensive parental leave to provide time to bond with new family members
- Volunteer Time Off (VTO) policy to give back and contribute to your local community
- Remote or Hybrid work schedule, depending on team and personal preferences
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementcontract renewalgross revenue retentionconsultative approachstrategic solutionsSaaS productsworkflow changesprocess changesaccount expansion
Soft Skills
relationship-buildingcommunicationproactive engagementdiagnosing issuesuncovering root causesadvocacycollaborationleadershipproblem-solvingnegotiation