Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Maintain structured and consistent communication with clients to grasp their evolving business objectives and technological requirements.

• Evolve from a vendor role to a strategic partner by aligning ZIRO’s technical roadmap with the long-term goals of the customer.

• Assist clients in optimizing ZIRO’s solutions to achieve their business aims.

• Aid customers in quantifying and articulating the ROI derived from ZIRO’s solutions.

• Collaborate with Sales Engineers to create joint account plans for key clients.

• Drive net retention by managing the complete sales cycle for existing accounts; you will identify expansion opportunities and close deals to meet growth targets.

• Execute the discovery process and address customer needs throughout the lifecycle, from onboarding to renewal.

• Take ownership of all renewal forecasting and execution processes.

• Conduct Partnership Reviews that convert complex usage data into clear ROI narratives, positioning ZIRO as a vital component of their technology stack.

• Ensure consistent retention communications are triggered 120–90 days before contract expiration.

• Act as the customer’s advocate within internal teams, influencing enhancements in products and services.

• Gather testimonials, case studies, and references from high-value accounts.

• Monitor customer usage, engagement, and health metrics; share data-driven insights with leadership.

• Maintain CRM hygiene by ensuring accurate data regarding renewals, opportunities, and activities.

⛳️ Requirements

• 5+ years of experience in Enterprise Customer Success & Account Management, or Inside Sales (preferably within B2B SaaS or Telecommunications).

• Experience in full-cycle sales, managing all activities related to account expansions, from identification and upselling/cross-selling to closing.

• A proven history of achieving or surpassing retention and expansion quotas, with experience in handling complex contract negotiations.

• Consultative expertise: Exceptional communication, presentation, and problem-solving abilities, with a knack for leading high-level business reviews.

• Data-driven mindset: Capability to analyze customer usage metrics and translate them into strategic recommendations.

• CRM Proficiency: Highly organized with experience in CRM systems (HubSpot preferred).

🏝️ Benefits

• Flexible, take what you need PTO

• Competitive wages

• Company sponsored health, vision and dental plans

• Fully remote roles

• Home office budget

• Company sponsored social events