Customer Success Manager

Summary

Join Zilliant's dedicated Customer Success team as a dynamic Customer Success Manager! You will ensure clients maximize value from our pricing SaaS solutions. Responsibilities include onboarding, strategic account management, ongoing education, driving renewals and expansions, and acting as the customer's voice within Zilliant. You'll collaborate with key stakeholders to understand their business objectives and achieve success using our platform. This role requires strong relationship-building skills, experience with enterprise-level accounts, and a consultative approach to problem-solving. The ideal candidate possesses experience in B2B manufacturing and distribution and is fluent in English and German. Zilliant offers a generous PTO policy, monthly Zen Days, VTO, remote/hybrid work options, and a supportive, inclusive culture.

Requirements

• 3-5+ years of experience in customer success or account management, specifically managing and renewing enterprise-level accounts
• Strong relationship-building skills, including experience engaging with C-level executives
• A consultative approach with the ability to diagnose issues, uncover root causes, and provide strategic solutions
• Experience supporting multiple SaaS products within an account
• Experience with SAP ERP platforms
• Excellent communication skills and a proactive approach to customer engagement

Responsibilities

• Build and manage strong relationships with customer executive stakeholders (up to C-level)
• Own overall customer health including contract renewal rate and gross revenue retention for your customers
• Assess customer health accurately, create and lead mitigation plans to improve customer health, and escalate for help needed as required
• Provide proactive engagement, both in-person and remotely, with assigned customers throughout their post-sale experience with Zilliant
• Create annual joint success plans with customers to outline their outcomes, objectives, metrics, and timelines; identify and remove any barriers to the customer’s success plan completion
• Plan, prep, and deliver quarterly business reviews with our customer executives and decisions makers
• Understand your customer’s operations, industry, and business strategy and advocate for the best way for Zilliant to support their business goals
• Develop expertise in Zilliant solutions, the business outcomes they facilitate, and the strategies and key capabilities customers must leverage to achieve those outcomes
• Conduct as needed workshops with customers to understand their current operations and recommend workflow, process, or adoption changes to maximize value from their Zilliant products
• Drive account expansion by identifying new opportunities and involving appropriate sales resources

Preferred Qualifications

• Experience in B2B manufacturing and distribution is a plus
• Bilingual English & German speaker strongly preferred

Benefits

• Generous Paid Time Off (PTO) policy to ensure a solid work/life balance
• Monthly Zilliant Zen Days to rest and recharge
• Volunteer Time Off (VTO) policy to give back and contribute to your local community
• Remote or Hybrid work schedule, depending on team and personal preferences
• The financial and strategic backing of Madison Dearborn Partners (MDP)