Customer Success Consultant
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Job Description
Customer Success Manager ensuring customers achieve value from our platform in B2B SaaS. Navigating complex relationships and driving adoption while providing ongoing support and insights.
Responsibilities:
- Own post-implementation customer journeys for a portfolio of accounts, driving adoption from go-live through sustained value delivery and measurable ROI achievement
- Proactively monitor customer health (usage, sentiment, support tickets) and orchestrate interventions before issues escalate into churn risks
- Lead Quarterly Business Reviews (QBRs) that demonstrate ROI, identify expansion opportunities, and strengthen executive relationships
- Navigate complex stakeholder environments , building trusted relationships across operational teams, IT, and service delivery leadership
- Facilitate adoption activities (workshops, training, change management) that transform user resistance into platform advocacy and feature utilisation
- Identify and qualify expansion opportunities based on customer maturity and usage patterns; own or support renewal processes to achieve NRR targets
- Collaborate cross-functionally with PS on handoffs , Support on escalations, Product on roadmap feedback, and Sales on commercial opportunities
- Drive continuous improvement by developing repeatable playbooks, experimenting with engagement approaches, and contributing to evolving CS methodology
Requirements:
- 5-8 years in customer success, account management, or consulting within B2B SaaS
- Proven track record managing complex relationships and delivering measurable outcomes in fast-paced environments
- Exceptional stakeholder orchestration skills: Navigate multi-layered organisations, influence without authority, and craft compelling narratives for diverse audiences
- Strategic thinker with bias to action: Balance long-term vision with tactical execution; make decisions with 70% data, zoom in/out as needed
- First-principles problem solver: Strong business acumen with grasp of operational metrics, ROI modelling, and data-driven decision making
- Technical fluency and change management expertise: Understand product functionality, troubleshoot credibly with IT teams, and deploy adoption interventions that overcome resistance
- Hustler mentality with customer empathy: Resourceful, persistent, opportunistic; genuine passion for customer success with comfort navigating complexity
- Excellent communication and facilitation: Experience leading workshops, executive presentations, and training; ability to distil complexity into actionable insights
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