In this role you will guide a portfolio of customers post-implementation to maximize adoption and measurable ROI. You collaborate closely with Solution Architects to align business outcomes with platform capabilities, influencing success across IT, operations, and service teams. You’ll seek expansion opportunities, drive adoption activities, and elevate customer value through repeatable playbooks and AI-enabled workflows. This position offers a chance to shape how field service orgs transform with Zinier’s platform.
Responsibilities
Own post-implementation journeys for a portfolio of accounts, driving adoption and ROI
Monitor customer health and intervene to prevent churn
Lead Quarterly Business Reviews to demonstrate ROI and identify expansion
Navigate stakeholder environments across operational, IT, and service leadership
Facilitate adoption activities and change management to convert users into platform advocates
Qualify expansion opportunities and support renewal processes to hit NRR targets
Collaborate with Product, Support, PS, and Sales on feedback and opportunities
Identify automation opportunities and implement AI-driven approaches to scale processes
Develop repeatable playbooks and contribute to CS methodology improvements
Key requirements
5-8 years in customer success, account management, or consulting within B2B SaaS
Proven track record delivering measurable outcomes (GRR, Expansion ARR, Adoption)
Exceptional stakeholder orchestration skills across multi-layered organizations
Strategic thinker with bias to action and data-driven decision making
Strong business acumen with ROI modelling and analytics capability
Technical fluency to engage in configuration-level discussions with Solution Architects
Experience leading workshops, executive presentations, and training
Hustler mentality with customer empathy and resilience
AI-forward mindset and openness to automation in workflows
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