Role & Responsibilities

If you are expecting a working playbook that you can execute upon, Zenskar is probably not the right fit for you at this point. However, if you are excited about creating the playbook from scratch, we would love to hear from you.

You will work closely with the founders.

As the new 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.

What You Will Be Doing

You will be responsible for converting, onboarding, managing, and proactively ensuring success for our customers/prospective clients.

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 3–8 weeks.
Translate complex business requirements into structured Zenskar workflows and setup.

Project Management

Own customer delivery timelines and communication from kickoff to go-live.
Track progress, call out blockers early, and keep customers updated without needing reminders.
Run weekly status checkpoints and ensure every onboarding milestone lands on time.

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.

Ideal Candidate

3-7 years of relevant experience
Willing to work in US time zone (430 am IST) on weekdays (Mon-Fri)
Ability to understand and shape the product at a granular level
Ability to empathize with the customers, and understand their pain points
Understanding of SaaS architecture and APIs conceptually — ability to debug API workflows and usage issues
Previous experience in salesforce CRM
-Entrepreneurial drive, and willingness to wear multiple hats as per company's requirements
Strong analytical skills and a structured problem-solving approach
(Strongly preferred) Computer science background and basic coding experience
Ability to understand functional aspects related to the product e.g., accounting/revenue recognition, receivables, billing etc
Self-motivated and proactive in managing tasks and responsibilities, requiring minimal follow-ups.
Self-driven individual with high ownership and strong work ethic
Not taking yourself too seriously.

Perks, Benefits and Work Culture

Variable: Based on performance
ESOPs (for full time roles)
Remote (USA)

Benefits (for Full-time Roles)

Health insurance
Generous vacation policy
Learning and development budget
Team events and company offsites
Maternity and Paternity benefits
Company Laptop
Friday game nights

Skills: customer,onboarding,documentation,communication,customer success,saas

Customer Success (B2B SaaS, USA)