Zenskar - Solutions Consultant - Customer Success

About this role:

We are building our founding team and are looking for folks who are excited to get their hands dirty in a 0 to 1 journey. 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 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/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.

- 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:

- 12-36 months 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

- Entrepreneurial drive, and willingness to wear multiple hats as per companys 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

Location:

- Hybrid with base location as Bangalore

- Office Address: [The Yard - Co-working Space]

(https://www.theyard.co.in/locations/indiranagar/)