Zinier

Head of Customer Success

Zinier

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

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Job Level

Lead

About the role

  • Lead the Customer Success function
  • 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
  • Drive customer value and retention
  • 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
  • Build scalable CS programs
  • 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
  • Partner cross-functionally
  • Work closely with Professional Services to ensure smooth transitions from implementation to long-term success
  • 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

Requirements

  • 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
Benefits
  • Remote-first, global team
  • Hybrid workforce with leading investors support
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success strategycustomer health scoringrisk management frameworkscustomer lifecycle managementadoption frameworksCS metricsscalable CS processesB2B SaaSNet Revenue Retentionenterprise customer growth
Soft Skills
leadershipcommunicationstakeholder managementcross-functional collaborationinfluenceteam buildingcustomer advocacystrategic thinkingexecutive engagementproblem-solving