Strategic Customer Success Leader

Zinier; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Zinier is seeking a hands-on Customer Success Manager to ensure customers not only implement our platform but transform their operations. You will co-own engagement with Solution Architects, bridging business outcomes with platform capabilities, earning credibility with IT and operations teams.

You will drive adoption, monitor health, run QBRs, identify expansion, and look for automation opportunities, including AI-driven workflows.

Qualifications

• 5-8 years in customer success, account management, or consulting.
• Experience managing complex relationships and delivering measurable outcomes such as GRR, Expansion ARR and Adoption.
• Ability to navigate multi-stakeholder environments and craft compelling narratives.
• Technical foundation to engage credibly in configuration-level conversations with IT/ops teams.
• Experience leading workshops, executive presentations and training.
• Spanish language ability is a plus.

Responsibilities

• Own post-implementation journeys for a portfolio of accounts, driving adoption from go-live through sustained value and ROI.
• Monitor customer health (usage, sentiment, tickets) and orchestrate interventions before churn risks.
• Lead QBRs that demonstrate ROI, identify expansion opportunities, and strengthen executive relationships.
• Navigate complex stakeholder environments across operations, IT, and service delivery leadership.
• Facilitate adoption activities (workshops, training, change management) to convert resistance into platform advocacy.
• Identify and qualify expansion opportunities; own or support renewal processes to achieve NRR targets.
• Collaborate with PS, Support, Product, and Sales on handoffs and feedback.
• 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

Technical fluency

AI tools

Communication

Hustler mentality

Customer empathy

Change management

Data-driven

Job description

Zinier is seeking a hands-on Customer Success Manager to ensure customers not only implement our platform but transform their operations. You will co-own engagement with Solution Architects, bridging business outcomes with platform capabilities, earning credibility with IT and operations teams.

You will drive adoption, monitor health, run QBRs, identify expansion, and look for automation opportunities, including AI-driven workflows.