Customer Success Consultant, UK

Zinier; United Kingdom; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Zinier is seeking a hands-on Customer Success Manager to drive adoption and value realization for frontline customers across the UK and Europe.

You will co-own customer engagements with Solution Architects, bridging business outcomes with platform capabilities and actively seeking automation opportunities to scale support.

This role rewards strategic thinking, operational excellence, and a genuine passion for helping customers achieve measurable ROI through effective stewardship of accounts.

Qualifications

• 5-8 years in customer success, account management, or consulting within B2B SaaS.
• Proven track record delivering measurable outcomes such as GRR, Expansion ARR and Adoption.
• Exceptional stakeholder orchestration across multi-layered organisations.

Responsibilities

• Own post-implementation customer journeys from go-live to sustained value.
• Monitor usage, sentiment, and support tickets to prevent churn.
• Lead QBRs to demonstrate ROI and identify expansion opportunities.
• Collaborate with PS, Support, Product, and Sales on handoffs and feedback.
• Automate workflows and build repeatable playbooks for CS maturity.

Skills

Customer Success

Account Management

SaaS

Stakeholder Management

QBR / ROI

Job description

Who we are

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 such as Adoption, GRR and NRR? 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 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 escape 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.

Where the role is located

Anywhere in the UK, or Europe; 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 elevate 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 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 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 tactica