Customer Success Lead

ZS • Chicago, IL

12d • Hybrid

About The Position

Customer Success Lead on the Zaidyn Commercialization team will… We are looking for a Customer Success Consultant to join our team and serve as a trusted advisor to our enterprise customers. In this role, you will work closely with clients across their post-sale lifecycle — driving platform adoption, surfacing the Voice of the Customer, and partnering internally with Product and Go-To-Market (GTM) teams to shape the roadmap and commercial strategy. You will be a key link between our customers and our internal teams, ensuring that customer needs translate into product innovation and measurable business outcomes. This role is ideal for someone who has spent their career at the intersection of enterprise SaaS platforms and B2B customer relationships, and who is energized by helping customers realize the full value of a platform investment.

Requirements

• Minimum 5 years of experience in customer success, account management, or a related client-facing role within an Enterprise SaaS platform or B2B organization
• Demonstrated experience driving platform adoption and working directly with customers on business outcomes, not just technical support
• Track record of collaborating cross-functionally with Product and GTM/Sales teams to influence strategy and priorities
• Experience gathering and operationalizing Voice of the Customer feedback into internal processes or product decisions
• Familiarity with account planning, renewal/retention motions, and identifying expansion opportunities within existing accounts
• Strong consultative and relationship-building skills, with the ability to build trust with stakeholders at multiple levels, including executives
• Excellent verbal and written communication skills; comfortable presenting to both customers and internal leadership
• Analytical mindset with the ability to translate customer data and feedback into clear, actionable recommendations
• Highly organized, with the ability to manage multiple accounts and competing priorities in a fast-paced environment
• Collaborative, team-oriented approach with a demonstrated ability to work across functions (Product, GTM, Support, Engineering)
• Curious and innovation-minded — comfortable identifying and championing new ideas that improve the customer experience
• Bachelor's degree required
• Fluency in English
• Client-first mentality
• Intense work ethic
• Collaborative spirit and problem-solving approach
• Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.

Nice To Haves

• advanced degree (MBA or related) a plus but not required

Responsibilities

• Own and manage the end-to-end customer journey for a portfolio of enterprise accounts, from onboarding through renewal and expansion
• Drive platform adoption by understanding each customer's business goals and mapping platform capabilities to their desired outcomes
• Act as the primary point of contact for customers, building trusted, consultative relationships with key stakeholders and executive sponsors
• Capture and channel the Voice of the Customer (VoC) — synthesizing feedback, usage patterns, and business context into actionable insight for internal teams
• Partner closely with Product teams to influence the roadmap, advocate for customer priorities, and validate upcoming features or releases
• Collaborate with GTM teams (Sales, Marketing, Account Management) on account strategy, renewal planning, and identifying growth or expansion opportunities
• Proactively identify adoption gaps, usage risks, or blockers, and design action plans to resolve them
• Lead periodic business reviews with customers to demonstrate value delivered and align on future priorities
• Contribute to the development of playbooks, best practices, and scalable processes that improve the customer success function
• Champion innovation by identifying opportunities where the platform can address emerging customer needs or industry trends
• Track and report on customer health, adoption metrics, and satisfaction (e.g., NPS/CSAT) to internal stakeholders

Benefits

• Cross-functional skills development & custom learning pathways
• Milestone training programs aligned to career progression opportunities
• Internal mobility paths that empower growth via s-curves, individual contribution and role expansions
• robust skills‑building programs
• multiple career progression paths
• internal mobility
• deeply collaborative culture
• opportunity to do meaningful work
• expand your capabilities
• thrive as part of a global community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level