Head of Customer Success
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Job Description
Head of Customer Success leading the US strategy for a remote-first company focusing on frontline worker productivity. Build CS programs and drive customer value through measurable ROI and strategic partnerships.
Responsibilities:
- 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
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