Head of Customer Success, US

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

Zinier is hiring a Head of Customer Success, US to build and scale our CS function in a fast‑growing environment.

We're looking for a true player‑coach — a hands‑on leader who can own executive customer relationships, jump into critical moments, and build a high‑performing CS team.

You'll define the Customer Success operating model, establish the right playbooks and metrics, and stay close to our most strategic customers to drive renewals, expansion, and advocacy. This role partners closely with Sales, Professional Services, Product, and Support to deliver a seamless customer experience.

If you live and breathe data, love uncovering insights, have experience scaling Customer Success teams in unstructured environments, and thrive on building strong relationships with customers at every level - from day‑to‑day champions to executive stakeholders - we would love to talk to you.

Where you are located

Anywhere in the US; able to collaborate with customers and teams in other countries or continents as needed, either remotely or in-person (occasional travel needed).

What you'll do

• 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
  • Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities
  • Collaborate with Sales leadership to support strategic expansion opportunities
• Drive customer insight
  • Act as the voice of the customer internally
  • Identify trends across the customer base to improve product adoption and customer outcomes

What you'll bring to the role

• 10+ years of experience in Management Consulting, Customer Success, and/or Product leadership roles in Vertical SaaS
• Proven success in scaling Customer Success teams in a B2B SaaS environment
• Strong product and problem solving mindset
• Track record of driving high Net Revenue Retention and Gross Revenue Retention
• Strong experience managing complex enterprise customers and executive relationships
• Deep understanding of customer lifecycle management, adoption frameworks, and CS metrics
• Strong cross-functional leadership and ability to influence across Product, Sales, and Engineering
• Excellent executive communication and stakeholder management skills
• AI native in approach to work
• Hunger, Hustle, Honesty, Humility

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