Customer Success Manager
3 weeks ago
Job Description Job Title: Customer Success Manager Company: Zigment.ai Location: HSR Layout Experience: 2-6 years (flexible based on depth of SaaS CSM experience) Role Overview The Customer Success Manager at Zigment.ai will be responsible for owning and growing long-term client relationships, ensuring customers realize measurable value from the platform, and acting as a trusted partner across their lifecycle. This role is primarily relationship- and account-led , with a secondary focus on technical solutioning to support adoption, optimization, and use-case alignment in collaboration with internal product and engineering teams. Key Responsibilities Customer Relationship & Account Management - Own end-to-end customer relationships post-onboarding, serving as the primary point of contact for assigned accounts - Build strong, consultative relationships with key stakeholders, including business owners, marketing leaders, and operations teams - Drive customer retention, expansion, and advocacy by proactively identifying risks, opportunities, and value-creation moments - Conduct regular check-ins, QBRs, and strategic reviews to align Zigment.ai's outcomes with customer business goals - Understand customer KPIs and success metrics; ensure measurable ROI and clear value communication - Manage renewals and upsell/cross-sell opportunities in collaboration with Sales and Leadership - Act as the internal voice of the customer, translating feedback into actionable insights for Product, Engineering, and Marketing teams - Handle escalations with maturity and ownership, ensuring timely resolution and high customer satisfaction Technical Solutioning & Product Enablement - Develop a working understanding of Zigment.ai's platform, AI capabilities, integrations, and data workflows - Support customers with solution design, feature enablement, and use-case mapping aligned to their objectives - Assist with onboarding, configuration guidance, and adoption best practices (not hands-on engineering) - Collaborate with Product and Engineering teams to troubleshoot issues and design scalable solutions - Help customers understand new features, releases, and roadmap direction through demos and walkthroughs - Translate technical concepts into clear business value for non-technical stakeholders Key Skills & Competencies Must-Have - Strong experience in Customer Success / Account Management within B2B SaaS or tech platforms - Proven ability to manage multiple accounts while maintaining high relationship quality - Excellent communication, stakeholder management, and presentation skills - High ownership mindset with strong follow-through and accountability - Ability to understand business problems and align them with product solutions - Experience working cross-functionally with Sales, Product, and Engineering teams Why Join Zigment.ai - Opportunity to work with a fast-growing AI-driven product company - High-impact role with direct ownership of customer outcomes - Exposure to cutting-edge AI solutions and enterprise customers - Collaborative culture with strong product and leadership access
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