Customer Success Consultant
About the Opportunity The organization is seeking a strategic, hands-on Customer Success Consultant, US to serve as a trusted advisor to enterprise clients. In this role, the consultant ensures customers successfully transform their operational workflows, driving technology adoption into measurable business outcomes such as Gross Retention Rate (GRR) and Net Retention Rate (NRR). Partnering closely with Solution Architects, this role co-owns customer engagements from both strategic and technical standpoints. The position focuses on solving problems in real time, identifying expansion opportunities, troubleshooting workflows, and driving continuous value realization. This is a full-time, remote position based in the United States.
Key Responsibilities
Own post-implementation customer journeys for a portfolio of accounts, driving adoption from go-live through sustained value delivery and measurable return on investment. Partner with Solution Architects to co-own customer engagements technically and strategically, aligning business outcomes with platform capabilities. Proactively monitor customer health indicators, including usage, sentiment, and support tickets, orchestrating timely interventions to mitigate churn risk. Lead Quarterly Business Reviews (QBRs) to demonstrate business impact, surface expansion opportunities, and strengthen executive relationships. Navigate complex, multi-layered client organizations, building trusted partnerships across operational teams, IT, and service delivery leadership. Facilitate adoption initiatives, including workshops, training sessions, and change management efforts, to overcome user resistance and accelerate feature utilization. Identify and qualify account expansion opportunities based on customer maturity and usage trends, and lead or support renewal processes to achieve net retention targets. Collaborate cross-functionally with Professional Services on implementation handoffs, Customer Support on critical escalations, Product on roadmap feedback, and Sales on commercial pursuits. Identify opportunities to streamline and automate workflows, leveraging artificial intelligence tools and automated cadences to enhance scale and efficiency. Contribute to the evolution of customer success methodologies by developing repeatable playbooks and testing engagement models. Required Qualifications 5 to 8 years of experience in customer success, account management, or consulting within the B2B SaaS industry. Demonstrated track record of managing complex client relationships and delivering measurable outcomes, including GRR, expansion ARR, and adoption targets. Exceptional stakeholder orchestration skills, with the ability to influence cross-functional teams without direct authority and craft compelling narratives for diverse audiences. Strong strategic thinking combined with tactical execution, including the ability to balance high-level vision with day-to-day problem solving and make sound decisions with incomplete data. Analytical problem-solving ability and strong business acumen, with a solid grasp of operational metrics, ROI modeling, and data-driven decision-making. Technical fluency and change management capability, including a solid technical foundation to engage in configuration-level discussions, troubleshoot platform issues, and partner effectively with technical peers. Experience leading executive presentations, workshops, and user training sessions, with the skill to translate complex technical concepts into clear, actionable business insights. Demonstrated interest and experience in leveraging AI tools and workflow automation to drive personal and team operational efficiency.
Preferred Qualifications
Background or exposure to field operations, field service management, industrial workforce operations, or enterprise operations platforms. Professional business proficiency in Spanish.