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Client Success Manager
Indianapolis, IN
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Description

 

Are you driven by helping clients succeed and passionate about SaaS optimization? Our client is seeking a Client Success Manager to join their team. This role offers flexibility to work from home and is based in Indianapolis, IN.


As a Client Success Manager, you’ll be a strategic partner to Zylo’s clients—guiding them through implementation, driving adoption, and ensuring long-term value from Zylo’s AI-powered platform. You’ll collaborate cross-functionally, analyze SaaS usage and spend, and help clients make smarter decisions about their software investments.


If you thrive in a fast-paced environment, enjoy building relationships, and love turning data into actionable insights, this is your opportunity to make a meaningful impact in the SaaS space.


What you will do

  • Own and facilitate client operations: from implementation through renewal, ensuring clients realize business value and outcomes by utilizing Zylo’s solutions effectively.
  • Drive Zylo usage and adoption: Partnering with our clients to implement strategies based on the client’s outcomes and to ensure utilization of Zylo's solutions effectively.
  • Client engagement: Regular meetings and support to enhance understanding and usage of Zylo's platform. This includes one-to-one or one-to-many education, and support ticket creation/escalation and follow up through ticket closure. 
  • Monitor account health: Leverage data and insights to proactively address risks and identify expansion opportunities.
  • Change management: Assisting clients in onboarding, managing and supporting turnover within an organization, and identifying gaps where opportunities are presented for consumption of the platform across personas. 
  • Identify lifecycle activities: Proactively identifying renewal and upsell opportunities, collaborating with Strategic Account Executives (SAEs) and Managed Services team members.
  • Cultivate relationships: Building rapport with stakeholders and executives for growth and referrals within the organization and across verticals. This should include long-term growth goals for the organization, as well as clear communication of value being driven within the platform. 
  • Insight creation: Summarizing account details and opportunities for actionable insights to be shared in monthly meetings, quarterly business reviews, and annual business reviews. 
  • Participate in events: Engaging in webinars, corporate events, and marketing campaigns. Including but not limited to driving attendance, participating in events and onsite client visits.
  • Tactical assessment: Understanding financial and utilization data to educate clients and assist internal teams. Educate clients on these points and assist internal Data Operations and Support teams with issues when they arise.
  • Knowledge management: Updating knowledge base articles (for both internal and external reference), and being a client advocate internally when focusing on product features and enhancements with marketing and product teams.
Requirements


  • 3+ years in a client-facing technical success role, serving as the primary point-of-contact, and experience rolling up your sleeves to find a solution to client problems
  • Experience in IT, Procurement, or SaaS space, working with cross-functional teams on cloud-based software purchasing, deployment, and/or management 
  • Proven aptitude to collaborate and build strong relationships with clients and internal stakeholders 
  • Impeccable communication skills that enable the ability to articulate complex concepts as well as tactfully and skillfully assist, convince and delight diverse stakeholders
  • Travel expectations:  quarterly visits to HQ in Indianapolis, client travel as needed (<25%)

Nice to have 

  • Experience working with large data sets, and extracting insights and anomalies from the data and shaping them into new client opportunities
  • Experience creating professional and eye-opening deliverables, utilizing graphics and charts to convey complex themes and insights
  • Ability to oversee multiple projects, across multiple clients in a fast-paced environment
  • Familiarity with these tools: 
    • Client Presentations: Google Slides
    • CRM: Salesforce
    • Client Support: Zendesk and Jira (Engineering Support)
    • Insights and BI: Excel and Sisense (BI dashboards curated by our Data Operations team)


Red Envelope Consulting is an Equal Opportunity Employer. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.    

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