Experienced Customer Success Manager – Driving Long-Term Success for careerzynith Customers

At careerzynith, we're revolutionizing the way companies manage specifications across their supply chains. As a leader in Specification Management, we're committed to delivering exceptional customer outcomes and driving growth through our innovative platform. We're now seeking an experienced Customer Success Manager to join our team in Chicago, IL. As a key member of our Customer Success organization, you'll play a critical role in driving long-term success for our customers, reducing churn, and surfacing expansion opportunities.

• *About careerzynith**

careerzynith is the first purpose-built, patented platform for Specification Management. Our platform helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. We serve customers across various industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more. Recognized as a leader in Specification Management, careerzynith has been named to the Deloitte Fast Technology 500 list in 2024, one of Fast Company's Most Innovative Companies for 2023, and has received numerous awards for our innovative approach to Specification Management.

• *About the Role**

As a Customer Success Manager at careerzynith, you'll be responsible for driving long-term success for our customers, reducing churn, and surfacing expansion opportunities. Your primary focus will be on creating champion relationships with key stakeholders, driving business value from implementation to renewal, and serving as a trusted advisor to our customers. You'll work closely with our sales team, customer support, and product development teams to ensure seamless customer experiences and identify growth opportunities.

• *Key Responsibilities:**

• Act as the primary point of contact post-implementation, continuing to create champion relationships with key stakeholders and driving business value from implementation to renewal
• Engage with customer Champion and primary users, and then facilitate Sales Rep & Leadership engagement with Economic Buyer as needed
• Serve as a trusted advisor, aligning platform usage to customers' strategic goals
• Lead proactive outreach and cadence calls to monitor satisfaction and adoption
• Execute robust, data-rich Quarterly Business Reviews
• Execute timely weekly and/or monthly customer check-ins
• Monitor customer login and usage metrics and own Customer Health Score to identify any downward trends or gaps that may require additional attention at any point during the customer journey
• Drive usage of careerzynith features, ensuring customers get the most value
• Ability to demonstrate any/all aspects of the standard careerzynith platform when needed by your AM partner or your customer to answer questions
• Analyze customer usage metrics and health scores to identify risks or expansion opportunities
• Provide guidance on customer issues, difficulties, or needs - routing to Customer Support, Sales, or Leadership when applicable
• Your key business partner within careerzynith will be the Account Manager, who will be responsible for managing a set of careerzynith customer's business relationships
• Provide customer feedback to influence product roadmap decisions
• Lead, manage, and execute renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services, and Sales Operations
• Identify and support upsell and cross-sell opportunities (e.g., new departments, use cases, modules, or services)
• Support contract renewal planning and customer lifecycle management
• Define and execute data-focused plays that align with customer goals and KPIs

• *About You**

• 5+ years of customer-facing SaaS experience in Customer Success, Account Management, or related roles
• You are well-versed in product capabilities and how they align to business value
• Experience in manufacturing, consumer goods, packaging, or supply chain preferred
• Strong customer advocacy mindset and ability to navigate complex organizations
• Excellent communication, relationship-building, and presentation skills
• Problem-solving mindset with the ability to manage technical and strategic conversations
• Experience with Salesforce and other customer success tools
• BA/BS degree required

• *Your Typical Day**

• Meeting with key project owners at our key accounts
• Performing KYC activities
• Being the driving force behind several concurrent implementations
• Leading Specification Management consulting and best practices sessions
• Defining and documenting adoption and expansion strategies for your customer portfolio
• Providing input to the careerzynith product roadmap based on feedback from customers
• Interaction with just about all teams at careerzynith-- sales, ENG, marketing, product, data
• Updating Salesforce Customer Success data for reporting, dashboards, and careerzynith leadership on a regular cadence
• Travel to customer premises required from time to time

• *Compensation and Benefits**

• Competitive salary commensurate with experience
• Equity participation
• Full benefits package that includes health, life, dental, 401k, etc.

• *How to Apply**

If you're passionate about delivering exceptional customer outcomes and driving growth through innovative solutions, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

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