Customer Success Lead

Zs Associates; Chicago (IL); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Travel opportunities

Job summary

ZS Associates is seeking a Customer Success Lead to partner with enterprise customers post-sale, driving platform adoption and business outcomes. You’ll bridge customers with Product and GTM teams to influence roadmap and strategy, ensuring expansion opportunities are pursued.

Ideal candidates have 5+ years in enterprise SaaS or B2B roles, strong executive communication, and a client-first mindset. Travel is required; a hybrid work model is offered in the United States.

Qualifications

• Minimum 5 years in customer success, account management, or similar enterprise roles.
• Experience driving platform adoption and delivering measurable business outcomes.
• Proven collaboration with Product and GTM/Sales to influence strategy and priorities.
• Ability to translate Voice of the Customer into internal actions and product decisions.
• Comfort with renewal/retention motions and identifying expansion opportunities.

Responsibilities

• Serve as trusted advisor across post-sale lifecycle, driving platform adoption.
• Collaborate with Product and GTM teams to shape roadmap and commercial strategy.
• Translate customer needs into actionable recommendations and product improvements.
• Work cross-functionally with executives and clients to ensure business outcomes.
• Balance multiple strategic accounts in a fast-paced environment.

Skills

Customer success

Account management

Cross-functional collaboration

Voice of the Customer

Executive communication

Analytical mindset

Organization skills

Team collaboration

English fluency

Education

Bachelor's degree

MBA or related preferred

Tools

Salesforce

CRM tools

Job description

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you’ll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS.

What you’ll do: Customer Success Lead

We are looking for a Customer Success Consultant to join our team and serve as a trusted advisor to our enterprise customers. In this role, you will work closely with clients across their post-sale lifecycle — driving platform adoption, surfacing the Voice of the Customer, and partnering internally with Product and Go-To-Market (GTM) teams to shape the roadmap and commercial strategy. You will be a key link between our customers and our internal teams, ensuring that customer needs translate into product innovation and measurable business outcomes.

This role is ideal for someone who has spent their career at the intersection of enterprise SaaS platforms and B2B customer relationships, and who is energized by helping customers realize the full value of a platform investment.

What you’ll bring:

• Minimum 5 years of experience in customer success, account management, or a related client-facing role within an Enterprise SaaS platform or B2B organization
• Demonstrated experience driving platform adoption and working directly with customers on business outcomes, not just technical support
• Track record of collaborating cross-functionally with Product and GTM/Sales teams to influence strategy and priorities
• Experience gathering and operationalizing Voice of the Customer feedback into internal processes or product decisions
• Familiarity with account planning, renewal/retention motions, and identifying expansion opportunities within existing accounts
• Strong consultative and relationship-building skills, with the ability to build trust with stakeholders at multiple levels, including executives
• Excellent verbal and written communication skills; comfortable presenting to both customers and internal leadership
• Analytical mindset with the ability to translate customer data and feedback into clear, actionable recommendations
• Highly organized, with the ability to manage multiple accounts and competing priorities in a fast-paced environment
• Collaborative, team-oriented approach with a demonstrated ability to work across functions (Product, GTM, Support, Engineering)
• Curious and innovation-minded — comfortable identifying and championing new ideas that improve the customer experience
• Bachelor’s degree required; advanced degree (MBA or related) a plus but not required
• Fluency in English
• Client-first mentality
• Intense work ethic
• Collaborative spirit and problem-solving approach

How you’ll grow:

• Cross-functional skills development & custom learning pathways
• Milestone training programs aligned to career progression opportunities
• Internal mobility paths that empower growth via s-curves, individual contribution and role expansions

Perks & Benefits:

At ZS, your growth matters. We offer a comprehensive total rewards package that supports your health and well-being, financial future, time away, and professional development. With robust skills-building programs, multiple career progression paths, internal mobility, and a deeply collaborative culture, you’ll have the opportunity to do meaningful work, expand your capabilities, and thrive as part of a global community. For details on total rewards in United States, visit ZS US office locations | Where we work | ZS.

Hybrid working model:

We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.

Travel:

Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.

Work Authorization:

This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.

ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.