[Remote] Customer Success Consultant, US

Note: The job is a remote job and is open to candidates in USA. Zinier is hiring a Customer Success Consultant to own post-implementation customer journeys and help customers transform operations through platform adoption. The role drives measurable value and ROI, manages stakeholder relationships, identifies expansion opportunities, and improves customer success workflows through automation and AI.

Responsibilities

• 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
• Automate your workflows by actively identifying automation opportunities, from health monitoring to engagement cadences and implement AI-driven approaches that improve scale and efficiency
• Drive continuous improvement by developing repeatable playbooks, experimenting with engagement approaches, and contributing to evolving CS methodology

Skills

• 5-8 years in customer success, account management, or consulting within B2B SaaS; proven track record managing complex relationships and delivering measurable outcomes such as GRR, Expansion ARR and Adoption 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: You have a technical foundation that lets you engage credibly in configuration-level conversations, partner effectively with Solution Architects, troubleshoot platform issues without needing a translator and deploy adoption interventions that overcome resistance
• Hustler mentality with customer empathy: Resourceful, persistent, opportunistic; genuine passion for customer success with comfort navigating complexity
• AI-forward mindset: you actively experiment with AI tools, look for automation opportunities within your own workflow, and treat efficiency improvement as a professional discipline, not a future aspiration
• Excellent communication and facilitation: Experience leading workshops, executive presentations, and training; ability to distil complexity into actionable insights
• Field operations experience is a meaningful plus: exposure to field service management, industrial workforce operations, or enterprise operations platforms helps you speak your customers' language from day one
• Ability to communicate effectively in Spanish in a business setting is a plus

Company Overview

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