Customer Success Leader, US

Zinier • Boston, MA

2d • Remote

About The Position

Zinier is looking for a hands-on, customer-obsessed Customer Success Leader who sees challenges as opportunities and customer success as the ultimate win. In this high-impact role, you will be the trusted advisor who ensures our customers don't just implement our platform — they transform their operations with it. A core part of how you do that is through close partnership with our Solution Architects: you will co-own the customer engagement from a technical and strategic standpoint, bridging business outcomes with platform capability. You bring enough of a technical foundation to get into the details, earn credibility with IT and operations teams, and know when to escalate versus when to solve it yourself. You are also an operator who thinks about leverage. You actively look for ways to automate repeatable parts of your role, experiment with AI tools, and approach workflow efficiency as a professional discipline. This isn't a passive monitoring role. You will be in the trenches with customers, solving problems in real-time, spotting expansion opportunities, and constantly iterating on how we drive adoption and value realisation. You will need to zoom out to see the strategic vision, then zoom in to troubleshoot a workflow issue — sometimes in the same conversation. Bring your consulting instincts, your technical curiosity, your hustler mentality, and your genuine passion for customer success with a measurable outcomes driven approach. This is your opportunity to shape how field service organisations transform, one successful deployment at a time.

Requirements

• 5-8 years in customer success, account management, or consulting within B2B SaaS; proven track record managing complex relationships and delivering measurable outcomes such as GRR, Expansion ARR and Adoption in fast-paced environments
• Exceptional stakeholder orchestration skills: Navigate multi-layered organisations, influence without authority, and craft compelling narratives for diverse audiences
• Strategic thinker with bias to action: Balance long-term vision with tactical execution; make decisions with 70% data, zoom in/out as needed
• First-principles problem solver: Strong business acumen with grasp of operational metrics, ROI modelling, and data-driven decision making
• Technical fluency and change management expertise: You have a technical foundation that lets you engage credibly in configuration-level conversations, partner effectively with Solution Architects, troubleshoot platform issues without needing a translator and deploy adoption interventions that overcome resistance
• Hustler mentality with customer empathy: Resourceful, persistent, opportunistic; genuine passion for customer success with comfort navigating complexity
• AI-forward mindset: you actively experiment with AI tools, look for automation opportunities within your own workflow, and treat efficiency improvement as a professional discipline, not a future aspiration
• Excellent communication and facilitation: Experience leading workshops, executive presentations, and training; ability to distil complexity into actionable insights

Nice To Haves

• Field operations experience is a meaningful plus: exposure to field service management, industrial workforce operations, or enterprise operations platforms helps you speak your customers' language from day one

Responsibilities

• Own post-implementation customer journeys for a portfolio of accounts, driving adoption from go-live through sustained value delivery and measurable ROI achievement
• Proactively monitor customer health (usage, sentiment, support tickets) and orchestrate interventions before issues escalate into churn risks
• Lead Quarterly Business Reviews (QBRs) that demonstrate ROI, identify expansion opportunities, and strengthen executive relationships
• Navigate complex stakeholder environments, building trusted relationships across operational teams, IT, and service delivery leadership
• Facilitate adoption activities (workshops, training, change management) that transform user resistance into platform advocacy and feature utilisation
• Identify and qualify expansion opportunities based on customer maturity and usage patterns; own or support renewal processes to achieve NRR targets
• Collaborate cross-functionally with PS on handoffs, Support on escalations, Product on roadmap feedback, and Sales on commercial opportunities
• Automate your workflows by actively identifying automation opportunities, from health monitoring to engagement cadences and implement AI-driven approaches that improve scale and efficiency
• Drive continuous improvement by developing repeatable playbooks, experimenting with engagement approaches, and contributing to evolving CS methodology

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 11-50 employees