**Location: Indianapolis preferred**
Zylo is the enterprise leader in SaaS Management, enabling companies to discover, manage, and optimize their SaaS applications. Zylo helps companies reduce costs and minimize financial and compliance risk by centralizing SaaS inventory, license, and renewal management. Trusted by industry leaders, Zylo’s AI-powered platform provides unmatched visibility into SaaS usage and spend. Powered by the industry’s most intelligent discovery engine, Zylo continuously uncovers hidden SaaS applications, giving companies greater control over their SaaS portfolio. With more than 40 million SaaS licenses and $40 billion in SaaS spend under management, Zylo delivers the deepest insights, backed by more data than any other provider. Recently named a leader in the 2024 Gartner Magic Quadrant, Zylo is positioned Highest on Ability to Execute and Furthest for Completeness of Vision.
Overview
Reporting to the Chief Customer Officer, our VP of Client Success will own retention and upsell within the organization, leading a client-facing team of Strategic Account Executives and Customer Success Managers to empower them to be trusted business advisors/consultant with a mission to deeply understand client desired outcomes and align those outcomes to client tactics, fed by Zylo’s industry-leading SaaS Management solution. This is an opportunity to reshape the client experience in an exciting growing software category, impacting Zylo growth and continuing Zylo market leadership.
What you will do
- Execute a full client success strategy aligned to Zylo’s overall business objectives, with a specific focus on client retention, expansion and advocacy.
- Lead the onboarding and development of high performing SAE and CSM teams, fostering a culture of continuous learning, putting clients first (Client-Driven, a Zylo core value) and team collaboration (One Zylo - another Zylo core value)
- Directly own client retention, as well as the identification and realization of both software and services opportunities across the client base
- Equip and enable the SAE organization to deeply understand client business outcomes and strategic priorities, and map those to actionable tactics and business processes to drive visibility, cost avoidance, cost savings and risk quantifiable outcomes.
- Equip and enable the SAE organization to measure progress against business outcomes, upleveling the Zylo relationship with the strategic sponsors in each account
- Lead the SAE team to identify client gaps to the achievement of value, with an eye on the prescription of plays and/or Zylo Services to fill the existing gaps/blockers to outcome value.
- Lead Marketing and Product-related cadences to solicit feedback from, and include clients in early access programs related to Zylo’s product roadmap.
- Deliver monthly and quarterly engagements with clients, delivering impactful alignment and updates related directly to client outcomes.
- Become a SaaS Management expert, learning the Zylo platform and relation to existing client business processes and tooling.
What you need
- 10+ years of experience in Client Success, Account Management or a related Client leadership role within a B2B SaaS organization. Deep understanding of SaaS business models and key CS KPIs.
- Proven and quantifiable track record of increasing and driving high retention rates and material upsell expansion.
- Experience with the scaling and leadership of high performing CS teams, with a specific focus on providing consultative, strategic advice to both executive and execution teams, all to ensure that Zylo is viewed as a “trusted advisor” for each client.
- Exceptional ability to lead with deep discovery, and understand complex client business outcomes and translate them into actionable strategies/tactics, married to Zylo product and service solutions.
- As an executive resource for Zylo, outstanding and empathetic client communication and presentation skills, with related interpersonal skills and the ability to influence/build relationships at all levels, both internally at Zylo and directly with clients.
- A data-driven and curious approach, leading with value and experience to create tangible business outcomes across all clients.
Nice to have
- Experience in IT, Procurement, or SaaS space, working with cross-functional teams on software deployments or ongoing management activities around cloud-based software is a plus
At Zylo, we’re committed to fostering a diverse and inclusive workplace. We believe that a variety of perspectives not only fuels innovation, but also allows us to better serve our diverse customer base. If you meet the essential qualifications, we encourage you to apply and join us on this journey. Still growing in your career? Connect with our talent community—we’re always looking for future Zylos who share our passion for continuous learning.
