Customer Success Manager

ZIRO

11h•Remote

About The Position

ZIRO is a leader in Unified Communications, helping customers deliver modern voice through Teams Phone and Microsoft 365. We help companies migrate, automate and manage their phone systems with industry-leading technology and decades of expertise with enterprise calling. Our platform simplifies the complex, helps IT teams move faster, and deliver a unified experience to every user. We’re a growing, people-first team that values accountability, courage, innovation, passion, selflessness and good judgment. We are on the mission to make every conversation count, and you can be too! If you want to learn more about our interview process, and culture, click here: https://goziro.com/careers/ You’re a high-energy hybrid, equal parts strategic consultant and growth-minded closer. You don't just 'manage' accounts, you master them. You have a knack for uncovering hidden pain points through deep discovery and strategic insight to position ZIRO as the critical driver of your customer’s success. You’re comfortable navigating a complex contract negotiation and driving expansion opportunities to close.

Requirements

5+ years of experience in Enterprise Customer Success, Account Management, or Inside Sales (preferably B2B SaaS or Telecommunications).
A proven track record of hitting or exceeding retention and expansion quotas, with experience managing complex contract negotiations.
Consultative expertise: Excellent communication, presentation, and problem-solving skills, with the ability to lead high-level business reviews.
Data-driven mindset: The ability to interpret customer usage metrics and translate them into strategic recommendations.
CRM Proficiency: Highly organized with experience in CRM systems (HubSpot preferred).

Responsibilities

Maintain consistent, structured communication with customers to understand evolving business goals and technological needs.
Transform from a vendor to a strategic partner by aligning ZIRO’s technical roadmap with the customer’s long-term business outcomes.
Guide customers in optimizing ZIRO’s solutions to meet business objectives.
Help customers quantify and articulate ROI from ZIRO’s solutions.
Partner with Sales Engineer to develop joint account plans for top customers.
Drive net-retention by owning the end-to-end sales cycle for existing accounts; you will be responsible for identifying expansion opportunities and closing deals to hit growth targets.
Execute discovery and delivery of customer needs across the lifecycle, from onboarding to renewal.
Own all renewal forecasting and execution.
Conduct Partnership Reviews that translate complex usage data into clear ROI narratives, positioning ZIRO as an indispensable part of their tech stack.
Ensure consistent retention communications—triggered 120–90 days before contract expiration.
Serve as the customer’s advocate to internal teams, influencing product and service improvements.
Solicit testimonials, case studies, and references from high-value accounts.
Track customer usage, engagement, and health metrics; share data-driven insights with leadership.
Maintain CRM hygiene with accurate renewal, opportunity, and activity data.