Customer Success and Solutions Consultant

Job Description

As the first hire in this role, you'll be the voice of the customer in the company and lead the charge in developing our customer-centric approach, working closely with our tech, design, and product teams. You will be responsible for setting up the customer success and solutions engineering function. In the initial days, you will set up processes from scratch. Over time, you will build and manage a team under you. What You Will Be Doing You will be responsible for converting, onboarding, managing, and proactively ensuring success for our customers and prospective clients. Solutioning & Implementation Understand client billing models and configure Zenskar contracts, pricing, metering, and invoicing accurately. Lead pilots and implementation for new customers, ensuring complete onboarding within 38 weeks. Translate complex business requirements into structured Zenskar workflows and setup. Pre-sales & Technical Discovery Support sales with live demos, sandbox setups, and RFP responses. Participate in technical discovery calls to map Zenskar capabilities to client needs. Create and maintain demo environments showcasing relevant use cases. Customer Success & Retention Own the relationship post-sale onboarding to go-live to QBRs. Build deep relationships with clients (CFOs, Finance Ops, BizOps) to ensure Zenskar is mission-critical. Drive adoption, track usage metrics, and proactively identify expansion opportunities. Customer Support Triage incoming client issues over Slack/email, investigate, and respond with clarity and urgency. Coordinate with engineering/product for bug resolution, features, and delivery timelines. Write and maintain crisp, accurate responses to FAQs and recurring issues. Internal Coordination & Escalation Act as the voice of the customer internally share structured feedback with product and engineering. Create clear, well-scoped handoff documents when working with technical teams. Escalate time-sensitive issues appropriately and follow through on resolution. Documentation & Enablement Create client-specific documentation (e.g., onboarding guides, configuration references). Contribute to internal wikis, training material, and product documentation. Write simple, to-the-point communication clear enough for a CXO and detailed enough for a developer. Key Qualifications 12 to 36 months of relevant experience Willing to work in US time zone (~4:30 AM IST) on weekdays (MonFri) Ability to understand and shape the product at a granular level Empathy for customers and a strong grasp of their pain points Conceptual understanding of SaaS architecture and APIs capable of debugging API workflows and usage issues Previous experience with Salesforce CRM Entrepreneurial drive and flexibility to wear multiple hats Strong analytical skills and a structured problem-solving approach Strongly preferred: Computer Science background and basic coding experience Understanding of functional domains such as accounting, revenue recognition, receivables, and billing Self-motivated, proactive, and able to manage tasks with minimal supervision High ownership, strong work ethic, and self-driven mindset