Customer Success Consultant

🕒 January 19

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $100k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Zinier

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $90M Series C on 2020-01

Artificial Intelligence • Enterprise • SaaS

Zinier is a company that provides a customizable, workflow-based platform to manage and optimize field service operations through generative AI. Their suite includes products like the Z Productivity Suite and Studio Z, designed to enhance scheduling, dispatching, and asset management for field technicians. Zinier leverages AI to provide real-time insights, automate routine tasks, and improve operational efficiency for industries such as telecommunications, utilities, and infrastructure. Their platform supports integrations with leading ERP, CRM, and EAM software, making it a powerful tool for enterprises looking to digitize and innovate their field operations.

📋 Description

• 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