Customer Success Manager

Zilliant

27d•Hybrid

About The Position

At Zilliant, we are on a mission to eliminate Pricing Anxiety—turning pricing from a chaotic, stressful process into a powerful driver of business growth. Pricing impacts everything - every deal, department, channel, and system - yet most organizations struggle to manage it effectively. That’s where Zilliant comes in. Our AI-driven pricing and revenue solutions bring precision, clarity, and speed to B2B companies, empowering them to make smarter pricing decisions, maximize revenue, and scale with confidence. Zilliant is looking for a dynamic Customer Success Manager to join our dedicated Customer Success team. As a Customer Success Manager, you will be responsible for ensuring our clients derive maximum value from our premier pricing SaaS solutions. You'll guide customers through onboarding, provide strategic account management, deliver ongoing education and engagement, drive renewals and expansions, and serve as the voice of the customer within Zilliant. You'll work closely with our clients' key stakeholders, including executives, pricing managers, and sales teams, to understand their business objectives and help them achieve success with our platform.

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.
Excellent communication skills and a proactive approach to customer engagement.

Nice To Haves

Background in B2B manufacturing and distribution is a plus.
Experience with SAP ERP platforms or Salesforce Revenue Cloud is a plus

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.

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
The financial and strategic backing of Madison Dearborn Partners (MDP)

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