Customer Success Leader US

Who we are 80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing, build roads and bridges, run our manufacturing factories, ensure that we get healthcare service, and provide us with reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive? Zinier is a company on a mission to empower frontline workers - and the people supporting them - to achieve greater things for themselves and the world around them. With the majority of workers worldwide being deskless, Zinier recognizes the need for Technology Equity to improve the lives and productivity of these workers who keep the world up and running. We are a remote-first, global team headquartered in Silicon Valley, with a hybrid workforce across the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India, with leading investors that include Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC. What we are looking for Are you passionate about turning technology adoption into measurable business outcomes? Do you thrive in the complex dance of managing multiple stakeholders whilst keeping your eye on the strategic prize? Zinier is searching for a hands-on, customer-obsessed Customer Success Manager who sees challenges as opportunities and customer success as the ultimate win. In this high-impact role, you'll be the trusted advisor who ensures our customers don't just implement our platform—they transform their operations with it. You'll navigate complex organisational landscapes, building relationships from field technicians to C-suite executives, always with one question in mind: "How do we deliver more value?" This isn't a passive monitoring role. You'll 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'll need to zoom out to see the strategic vision, then zoom in to troubleshoot a workflow issue—sometimes in the same conversation. Bring your hustler mentality, your first-principles thinking, and your genuine passion for customer success. This is your opportunity to shape how field service organisations transform, one successful deployment at a time. Where the role is located Anywhere in the US; able to collaborate with customers and teams in other countries or continents as needed, either remotely or in-person (occasional travel needed). What the role offers 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 escalates 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 Drive continuous improvement by developing repeatable playbooks, experimenting with engagement, and contributing to evolving CS methodology What you'll bring to the role 5-8 years in customer success, account management, or consulting within B2B SaaS ; proven track record managing complex relationships and delivering measurable outcomes 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: Understand product functionality, troubleshoot credibly with IT teams, and deploy adoption interventions that overcome resistance Hustler mentality with customer empathy: Resourceful, persistent, opportunistic; genuine passion for customer success with comfort navigating complexity Excellent communication and facilitation: Experience leading workshops, executive presentations, and training; ability to distil complexity into actionable insights Be Hungry. Be Humble. Be Honest. And Hustle. Own the customer journey. Drive transformation. Be the reason our customers thrive.

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