Customer Success Manager

Zelh is a fast-growing, passionate outsourcing company.

Our mission is to be the most reliable company by offering and maintaining consistently high-quality services.

We achieve the mission by fostering long-term relationships with customers, employees, and vendors. Personal attention, timely communication, and respect for all people are the basis of our business philosophy!

Currently, we are searching for Customer Success Manager for one of our Client.

Job requirements

Customer Success Manager owns customer implementations from contract signature through go-live and supports expansion implementations for existing customers. This role manages mid-market and enterprise customers with moderate to high technical complexity, partnering closely with Sales, Customer Success, and Engineering to deliver efficient, on-time, and in-scope implementations.
This role is ideal for a strong execution-focused Customer Success Manager who is comfortable managing multiple concurrent customers and contributing to solutioning discussions while operating within defined implementation frameworks.

Key Responsibilities
Implementation Ownership
• Own 5–8 concurrent customer implementations from post-close through go-live
• Build and manage implementation plans, timelines, milestones, and dependencies
• Lead customer kickoff meetings and weekly status calls
• Ensure customer and internal stakeholders complete required preparation and deliverables
• Track progress and proactively manage risks and blockers
Late-Stage Sales & Solutioning Support
• Participate in late-stage sales calls to validate implementation scope, feasibility, and timelines
• Partner with Sales Engineering to ensure integration, API, and workflow requirements are documented
• Identify out-of-the-box vs. custom implementation paths and flag scope risks early
Expansion Implementations
• Execute expansion implementations for existing customers
• Launch expansion efforts within 2 weeks of close (given customer readiness)
• Coordinate with Customer Success while retaining ownership of expansion delivery execution
Scope, Risk & Change Management
• Manage scope changes using established processes
• Identify risks early and escalate appropriately
• Maintain accurate documentation of scope changes, decisions, and implementation status
Success Metrics
• ≥95% of implementations delivered on time and in scope
• Time-to-Value (TTV) ≤ 8 weeks
• Expansion implementations launched within 2 weeks of close
• Low post-go-live escalations
• Positive customer and internal stakeholder feedback
Customer & Implementation Profile
• ACV: $180K—$750K (primary focus ≥ $350K)
• Complexity Includes: APIs, integrations, data triggers, workflow customization
• Mix of out-of-the-box and scoped custom implementations
Required Experience
• 3–6 years of implementation, onboarding, or delivery project management experience
• Experience managing customer-facing SaaS implementations
• Comfortable working with technical teams and customer development resources
• Strong organizational and communication skills
• Experience managing multiple concurrent customer streams
Tools & Environment
• HubSpot
• Monday.com
• Atlassian (Jira, Confluence)
• Clari Copilot
• Microsoft 365
Growth Path
High performers may progress to:
• Senior Implementation Project Manager
• Solutions or Delivery Leadership roles

Working conditions:
Work schedule: Mon-Fri 8 am — 5 pm EST

• Competitive Salary in USD
• 20 business days of paid time off, 11 days on National Holidays
• Equipment provided