Zinier is looking for a Head of Customer Success, US to lead and scale our Customer Success function across the United States. This is a strategic and operational leadership role responsible for ensuring our customers realize measurable value from the Zinier platform while driving strong renewal rates, expansion revenue, and customer advocacy.
What You'll Do
- Own the US Customer Success strategy, including retention, adoption, expansion, and customer satisfaction
- Build and lead a high-performing Customer Success team
- Establish clear CS operating metrics including NRR, GRR, product adoption, and customer health
- Ensure customers achieve measurable ROI and operational transformation with the Zinier platform
- Oversee strategic customer relationships and participate in executive-level engagement
- Lead renewal and expansion strategies in partnership with Sales
- Develop and refine Customer Success playbooks, processes, and engagement models
- Standardize customer lifecycle stages including onboarding, adoption, value realization, and expansion
- Implement scalable customer health scoring and risk management frameworks
- Work closely with Professional Services to ensure smooth transitions from implementation to long-term success
- Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities
- Collaborate with Sales leadership to support strategic expansion opportunities
- Act as the voice of the customer internally
- Identify trends across the customer base to improve product adoption and customer outcomes
What We're Looking For
- 10+ years of experience in Customer Success, Consulting, or Enterprise SaaS leadership roles
- Proven success leading Customer Success teams in a B2B SaaS environment
- Track record of driving high Net Revenue Retention and enterprise customer growth
- Strong experience managing complex enterprise customers and executive relationships
- Deep understanding of customer lifecycle management, adoption frameworks, and CS metrics
- Experience building scalable CS processes and teams in high-growth companies
- Strong cross-functional leadership and ability to influence across Product, Sales, and Engineering
- Excellent executive communication and stakeholder management skills
Team & Environment
You will lead a team of Customer Success professionals while partnering closely with Sales, Professional Services, Product, and Support. Zinier is a remote-first, global team on a mission to empower frontline workers - and the people supporting them - to achieve greater things for themselves and the world around them.
Work Mode
This is a remote position open to candidates located anywhere in the United States.
