Senior Customer Success Manager - Frontline Ops

Zinier; Palo Alto (CA); Hybrid; GBP 65,000 - 95,000; Full time

Job summary

Zinier seeks a hands-on Customer Success Manager to own post-implementation journeys, drive adoption, and deliver measurable ROI across a portfolio of accounts. You will partner with Solution Architects to bridge business outcomes with platform capabilities, automate workflows, and pursue expansion opportunities in a fast-paced, global environment.

You will collaborate with IT and operations teams, lead strategic QBRs, and mentor customers through change management while embracing an AI-enabled

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.
• Excellent communication and facilitation: experience leading workshops, executive presentations, and training; distilling complexity into actionable insights.
• Technical fluency and change management: ability to engage in configuration-level conversations and partner with Solution Architects.
• AI-forward mindset: actively experiments with AI tools and looks for automation opportunities in workflows.

Responsibilities

• Own post-implementation customer journeys for a portfolio of accounts, driving adoption from go-live through sustained value delivery and measurable ROI.
• Proactively monitor customer health (usage, sentiment, support tickets) and orchestrate interventions before churn risks.
• Lead QBRs that demonstrate ROI, identify expansion opportunities, and strengthen executive relationships.
• Navigate complex stakeholder environments across IT, operations, and service delivery leadership.
• Facilitate adoption activities (workshops, training, change management) to transform user resistance into platform advocacy.
• Identify and qualify expansion opportunities based on customer maturity and usage patterns; support renewal processes to achieve NRR.
• Collaborate cross-functionally with PS, Support, Product, and Sales on commercial opportunities.
• Automate workflows and explore AI-driven approaches to improve scale and efficiency.
• Develop repeatable playbooks and contribute to evolving CS methodology.

Skills

Stakeholder orchestration

Strategic thinking

Data-driven decisions

Technical fluency

AI-driven mindset

Communication

Change management

Customer success

Hustler mindset

Job description

Zinier seeks a hands-on Customer Success Manager to own post-implementation journeys, drive adoption, and deliver measurable ROI across a portfolio of accounts. You will partner with Solution Architects to bridge business outcomes with platform capabilities, automate workflows, and pursue expansion opportunities in a fast-paced, global environment.

You will collaborate with IT and operations teams, lead strategic QBRs, and mentor customers through change management while embracing an AI-enabled