[Hiring] Customer Success Leader @Zinier

Role Description

Zinier is searching 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.

• 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.

Qualifications

• 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: 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.
• 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.
• Hustler mentality with customer empathy: Resourceful, persistent, opportunistic; genuine passion for customer success with comfort navigating complexity.
• AI-forward mindset: 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.

Requirements

• Be Hungry. Be Humble. Be Honest. And Hustle.
• Own the customer journey. Drive transformation. Be the reason our customers thrive.

Benefits

• Remote-first work environment.
• Opportunity to shape how field service organisations transform, one successful deployment at a time.