Strategic Enterprise Customer Success Lead

ZS; Chicago (IL); Hybrid; USD 95,000 - 125,000; Full time

Job summary

ZS seeks a Customer Success Lead to join the Zaidyn Commercialization team in driving value for enterprise clients. You will own the post‑sale journey, ensuring platform adoption and measurable outcomes, while partnering with Product and GTM teams to shape the roadmap based on customer insights.

You will maintain executive relationships, lead business reviews, and advocate for customer priorities across Sales, Marketing, and Engineering, traveling as needed to support client engagements.

Qualifications

• Minimum 5 years in customer success, account management, or related client‑facing role.
• Experience driving platform adoption and business outcomes for enterprise SaaS or B2B.
• Track record of collaborating cross‑functionally with Product and GTM/Sales teams.
• Experience gathering and operationalizing Voice of the Customer feedback into internal processes or product decisions.
• Bachelor’s degree required; MBA or related degree a plus but not required.

Responsibilities

• 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 — 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

Skills

Customer success

Account management

Enterprise SaaS

Cross‑functional

VoC feedback

Executive relationships

English fluency

Education

Bachelor's degree

MBA or related degree (plus)

Job description

ZS seeks a Customer Success Lead to join the Zaidyn Commercialization team in driving value for enterprise clients. You will own the post‑sale journey, ensuring platform adoption and measurable outcomes, while partnering with Product and GTM teams to shape the roadmap based on customer insights.

You will maintain executive relationships, lead business reviews, and advocate for customer priorities across Sales, Marketing, and Engineering, traveling as needed to support client engagements.