Customer Success Lead

Zs Associates; Town of Evans, Northern (NY, KY); Hybrid; USD 110,000 - 190,000; Full time

Benefits offered by this job

Hybrid working model

Total rewards package

Career progression paths

Job summary

ZS is seeking a Customer Success Lead to join our enterprise SaaS team. You’ll own the post-sale journey for a portfolio of large accounts, driving platform adoption and business outcomes while partnering with Product and GTM teams to shape roadmaps.

Ideal candidates have 5+ years in customer success or related roles and strong executive-level relationship skills. You’ll collaborate with Sales, Marketing, and Support to renew and expand accounts, identify adoption gaps, and lead business reviews

Qualifications

• 5+ years in customer success, account management, or related client-facing role.
• Experience driving platform adoption and business outcomes with enterprise SaaS.
• Cross-functional collaboration with Product and GTM teams.
• Strong communication and relationship-building at executive level.

Responsibilities

• Own end-to-end journey for portfolio of enterprise accounts from onboarding to renewal.
• Drive platform adoption by mapping capabilities to customer goals.
• Maintain trusted relationships with key stakeholders and executive sponsors.
• Synthesize Voice of the Customer feedback into actionable insights.
• Partner with Product to influence roadmap and validate features.
• Collaborate with Sales, Marketing, and Account Management on strategy.
• Identify adoption gaps and design plans to close them.
• Lead quarterly business reviews to demonstrate value delivered.

Skills

Customer success

Account management

Cross-functional collaboration

Executive stakeholder management

Voice of the Customer (VoC)

Analytical mindset

English fluency

Strategic thinking

Education

Bachelor's degree

MBA or related degree

Tools

CRM systems

Data analysis 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

On the Zaidyn Commercialization team will…

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.

• Own and manage the end-to-end customer journey for a portfolio of enterprise accounts, from onboarding through renewal and expansion
• Drive platform adoption by understanding each customer's business goals and mapping platform capabilities to their desired outcomes
• Act as the primary point of contact for customers, building trusted, consultative relationships with key stakeholders and executive sponsors
• Capture and channel the Voice of the Customer (VoC) — synthesizing feedback, usage patterns, and business context into actionable insight for internal teams
• Partner closely with Product teams to influence the roadmap, advocate for customer priorities, and validate upcoming features or releases
• Collaborate with GTM teams (Sales, Marketing, Account Management) on account strategy, renewal planning, and identifying growth or expansion opportunities
• Proactively identify adoption gaps, usage risks, or blockers, and design action plans to resolve them
• Lead periodic business reviews with customers to demonstrate value delivered and align on future priorities
• Contribute to the development of playbooks, best practices, and scalable processes that improve the customer success function
• Champion innovation by identifying opportunities where the platform can address emerging customer needs or industry trends
• Track and report on customer health, adoption metrics, and satisfaction (e.g., NPS/CSAT) to internal stakeholders

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.

Considering applying?

At ZS, we honor the visible and invisible elements of our identities, personal experiences, and belief systems—the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences. Learn more about our inclusion and belonging efforts and the networks ZS supports to assist our ZSers in cultivating community spaces and obtaining the resources they need to thrive.

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.

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.