About the Role

- If you are looking for a predefined playbook to execute, Zenskar may not be the right fit at this stage. However, if you are excited about building processes from scratch, shaping customer experience, and owning enterprise delivery, we would love to hear from you.

- You will work closely with the founders and play a key role in defining Zenskar's customer-centric operating model.

- As part of this role, you will become the voice of the customer, partnering closely with Product, Engineering, and Design teams to drive successful onboarding, adoption, and long-term customer success across enterprise accounts.

What You Will Be Doing

You will own the complete customer lifecycle - from conversion and onboarding to implementation, adoption, and ongoing success for enterprise customers.

Implementation & Onboarding

- Understand client billing models and accurately configure contracts, pricing, metering, and invoicing workflows within Zenskar.

- Lead customer pilots and implementation programs, ensuring onboarding completion within 3-8 weeks.

- Translate complex business requirements into structured workflows and scalable product configurations.

- Ensure smooth onboarding and early customer value realization.

Project Management & Delivery

- Own delivery timelines and customer communication from kickoff through go-live.

- Track progress proactively, identify risks early, and remove blockers.

- Conduct weekly status checkpoints and ensure onboarding milestones are delivered on schedule.

- Drive structured execution without requiring follow-ups or escalation.

Internal Coordination & Customer Advocacy

- Act as the voice of the customer internally by sharing structured feedback with Product and Engineering teams.

- Create clear handoff documentation when collaborating with technical stakeholders.

- Escalate critical issues appropriately and ensure timely resolution.

Documentation & Customer Enablement

- Create customer-facing documentation including onboarding guides and configuration references.

- Contribute to internal knowledge bases, training resources, and product documentation.

- Communicate clearly - simple enough for CXOs and detailed enough for technical teams.

Ideal Candidate Profile

Strong profiles from Customer Success Manager / Implementation Manager / Enterprise Delivery / Post-Sales SaaS backgrounds.

Mandatory Requirements

- 6+ years of experience in Customer Success, Account Management, or Implementation roles.

- 3+ years supporting enterprise customers in North America and/or Europe.

- Proven ownership of end-to-end enterprise implementations, including discovery, onboarding, integrations, go-live, and stabilization.

- Experience working directly with CXO / VP / Director-level stakeholders.

- Managed enterprise accounts with USD 40K+ ACV/ARR, owning renewals, expansions, retention, and commercial outcomes (NRR).

- Experience working in B2B SaaS companies with technically complex products.

- Conceptual understanding of SaaS architecture, APIs, and integrations, with the ability to troubleshoot workflows alongside engineering teams (coding not required).

- Candidate's current CTC must be 27 LPA or higher.

Preferred Experience

- Experience managing enterprise SaaS customers.

- Exposure to Salesforce CRM.

- Background in billing, finance, subscription, or usage-based SaaS products.

Perks, Benefits & Work Culture

- Compensation

- Performance-based variable pay

- ESOPs (for full-time roles)

Benefits:

- Comprehensive health insurance

- Generous vacation policy

- Learning & development budget

- Team events and company offsites

- Maternity & paternity benefits

- Company laptop

- Friday game nights

Why Join us?

- Work directly with founders and influence company direction.

- Build customer success playbooks from the ground up.

- Own enterprise customer relationships end-to-end.

- Operate at the intersection of product, engineering, and business impact.

- High ownership role in a fast-growing B2B SaaS environment.