Zinier

Customer Success Consultant

Zinier

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

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Salary

💰 $100,000 - $150,000 per year

About the role

  • 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

Requirements

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementconsultingROI modellingdata-driven decision makingchange managementproduct functionalitystakeholder orchestrationengagement approachesB2B SaaS
Soft Skills
strategic thinkinginfluence without authoritycommunicationfacilitationcustomer empathyproblem solvingrelationship buildingnarrative craftingresourcefulnesspersistence