Lead Customer Success Manager

Summary

Join Zilliant, a SaaS company focused on eliminating pricing anxiety, as a Lead Customer Success Manager. You will be responsible for driving value realization, account retention, and expansion for enterprise customers. This role requires managing executive-level relationships, shaping customer engagement strategies, and resolving challenges through creative solutions. You will develop and lead customer programs, conduct quarterly business reviews, and create customer success plans. The position demands a proactive, consultative approach and the ability to manage multiple high-value accounts. Mentoring junior team members and influencing internal processes are also key aspects of this role.

Requirements

• Customer success or account management professional with 7+ years of experience managing complex, enterprise-level B2B SaaS accounts
• Experienced in pricing optimization, CPQ, or revenue management solutions — this domain expertise is essential to understanding our customers’ needs and driving value
• Strategic thinker with a proven ability to navigate ambiguity, prioritize effectively, and anticipate customer needs
• Skilled in developing and maintaining trusted relationships with executive stakeholders
• Clear and confident communicator who collaborates across technical, product, and sales teams to drive success
• Adept at leading structured, outcome-oriented meetings and workshops with diverse stakeholder groups
• Comfortable managing multiple product lines or platforms within a single customer environment
• Proven experience with CPQ, pricing optimization, or revenue management technology is a must-have for success in this role
• Strong business acumen and consultative approach; capable of linking product value to customer KPIs and strategic goals
• Track record of independently planning and executing customer engagements that deliver business impact
• Demonstrated experience influencing internal priorities to remove customer barriers and unlock growth
• Ability to assess and improve customer health, proactively managing risk and orchestrating successful outcomes

Responsibilities

• Own customer outcomes and renewals: Manage contract renewal rate and gross retention across a portfolio of strategic enterprise accounts, consistently meeting or exceeding targets
• Engage cross-functional leaders: Partner with customer executives (up to C-level), sales leadership, and internal teams to align on strategic goals, build success plans, and drive measurable outcomes
• Develop and lead customer programs: Identify and structure workstreams across teams that support adoption, success, and growth. Coordinate customer initiatives, workshops, and ongoing engagements that span multiple Zilliant products
• Lead quarterly business reviews and executive engagement: Plan and deliver strategic QBRs that reflect account health, business alignment, and future opportunities, while proactively identifying risks and roadblocks
• Create and execute customer success plans: Tailor detailed success plans with objectives, milestones, and metrics. Monitor progress, track ROI, and drive resolution of blockers in collaboration with internal stakeholders
• Influence customer strategy: Understand and interpret customer goals, market context, and operational gaps to guide optimal product usage and workflows
• Drive expansion and growth: Translate customer insights into actionable opportunities. Collaborate with Sales to drive upsells and cross-sells, contributing to account growth
• Independently manage priorities: Balance multiple high-value accounts and competing initiatives while ensuring sustained, proactive engagement
• Mentor and guide others: Share best practices and provide guidance to junior team members. Influence internal processes and improvements across the Customer Success function

Preferred Qualifications

Industry background in manufacturing or distribution is a strong plus

Benefits

• Full benefits package including medical, dental, and 401k plans with a company match
• Generous Paid Time Off (PTO) policy to ensure a solid work/life balance
• Monthly Zilliant Zen Days to rest and recharge
• Comprehensive parental leave to provide time to bond with new family members
• 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