Customer Success Consultant, UK

Overview

In this role you will guide a portfolio of customers post-implementation to maximize adoption and measurable ROI. You collaborate closely with Solution Architects to align business outcomes with platform capabilities, influencing success across IT, operations, and service teams. You’ll seek expansion opportunities, drive adoption activities, and elevate customer value through repeatable playbooks and AI-enabled workflows. This position offers a chance to shape how field service orgs transform with Zinier’s platform.

Responsibilities

• Own post-implementation journeys for a portfolio of accounts, driving adoption and ROI
• Monitor customer health and intervene to prevent churn
• Lead Quarterly Business Reviews to demonstrate ROI and identify expansion
• Navigate stakeholder environments across operational, IT, and service leadership
• Facilitate adoption activities and change management to convert users into platform advocates
• Qualify expansion opportunities and support renewal processes to hit NRR targets
• Collaborate with Product, Support, PS, and Sales on feedback and opportunities
• Identify automation opportunities and implement AI-driven approaches to scale processes
• Develop repeatable playbooks and contribute to CS methodology improvements

Key requirements

• 5-8 years in customer success, account management, or consulting within B2B SaaS
• Proven track record delivering measurable outcomes (GRR, Expansion ARR, Adoption)
• Exceptional stakeholder orchestration skills across multi-layered organizations
• Strategic thinker with bias to action and data-driven decision making
• Strong business acumen with ROI modelling and analytics capability
• Technical fluency to engage in configuration-level discussions with Solution Architects
• Experience leading workshops, executive presentations, and training
• Hustler mentality with customer empathy and resilience
• AI-forward mindset and openness to automation in workflows

• stakeholder management
• communication
• empathy
• technical fluency in SaaS platforms
• ROI modelling
• data-driven decision making

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