SaaS Client Success & Implementations Lead

Zinnia

Alpharetta (GA)

Hybrid

USD 110,000 - 145,000

Full time

5 days ago

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Benefits offered by this job

Health insurance

Parental leave

401(k)

Bonus opportunity

Tuition reimbursement

Job summary

Zinnia is seeking a Client Account & Services Lead to guide the implementation and ongoing success of our SaaS platform for carrier and distributor clients. You will serve as the primary liaison between clients, delivery teams, and leadership across the full implementation lifecycle.

You will own requirements, document solutions, manage expectations, and help resolve conflicts while building lasting client relationships.

Qualifications

Bachelor's degree or equivalent professional experience.
6+ years in B2B SaaS Account Management or project management/business analysis supporting customers.
Proven ability to author BRDs and SRS.

Responsibilities

Own all client communications and develop understanding of client objectives.
Build and maintain strong client relationships.
Respond to inquiries promptly by email and phone.
Provide regular status reports on open issues.
Advocate policies and manage client expectations; resolve conflicts.
Escalate to senior management for escalations and release approvals.
Analyze client objectives, elicit and validate requirements, define scope and SOW/SRS.
Coordinate deployment of new distributor/carrier platforms with cross-functional teams.
Manage project lifecycle and handle multiple clients/projects.
Assist client testing and issue resolution; ensure timely closure.