Customer Success Manager

ZIRO

Customer Success Manager at ZIRO, facilitating enterprise customer success with modern voice solutions. Collaborating with customers to achieve their business goals through strategic partnerships.

Posted 5/14/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$80,000 - CA$100,000 per yearWebsite

About the role

Key responsibilities & impact

Maintain consistent, structured communication with customers to understand evolving business goals and technological needs.
Transform from a vendor to a strategic partner by aligning ZIRO’s technical roadmap with the customer’s long-term business outcomes.
Guide customers in optimizing ZIRO’s solutions to meet business objectives.
Help customers quantify and articulate ROI from ZIRO’s solutions.
Partner with Sales Engineer to develop joint account plans for top customers.
Drive net-retention by owning the end-to-end sales cycle for existing accounts; you will be responsible for identifying expansion opportunities and closing deals to hit growth targets.
Execute discovery and delivery of customer needs across the lifecycle, from onboarding to renewal.
Own all renewal forecasting and execution.
Conduct Partnership Reviews that translate complex usage data into clear ROI narratives, positioning ZIRO as an indispensable part of their tech stack.
Ensure consistent retention communications—triggered 120–90 days before contract expiration.
Serve as the customer’s advocate to internal teams, influencing product and service improvements.
Solicit testimonials, case studies, and references from high-value accounts.
Track customer usage, engagement, and health metrics; share data-driven insights with leadership.
Maintain CRM hygiene with accurate renewal, opportunity, and activity data.

Requirements

What you’ll need

5+ years of experience in Enterprise Customer Success & Account Management, or Inside Sales (preferably B2B SaaS or Telecommunications).
Full-cycle sales experience, owning the end to end sales activities for account expansions, from identification, upselling/cross-selling, to close.
A proven track record of hitting or exceeding retention and expansion quotas, with experience managing complex contract negotiations.
Consultative expertise: Excellent communication, presentation, and problem-solving skills, with the ability to lead high-level business reviews.
Data-driven mindset: The ability to interpret customer usage metrics and translate them into strategic recommendations.
CRM Proficiency: Highly organized with experience in CRM systems (HubSpot preferred).

Benefits

Comp & perks

Flexible, take what you need PTO
Competitive wages
Company sponsored health, vision and dental plans
Fully remote roles
Home office budget
Company sponsored social events

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

full-cycle salesaccount managementcustomer successupsellingcross-sellingcontract negotiationsdata analysisROI quantificationcustomer engagement metricsCRM proficiency

Soft Skills

communicationpresentationproblem-solvingconsultative expertiseorganizational skillsinfluencingcustomer advocacystrategic recommendationsrelationship buildingdata-driven mindset