Remote Customer Success Representative in London

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. 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 forAre you passionate about turning technology adoption into measurable business outcomes such as Adoption, GRR and NRR? Zinier is searching for a hands-on, customer-obsessed Customer Success Manager who sees challenges as opportunities and customer success as the ultimate win. You bring enough of a technical foundation to get into the details, earn credibility with IT and operations teams, and know when to escalate versus when to solve it yourself. This isn't a passive monitoring role. Bring your consulting instincts, your technical curiosity, your hustler mentality, and your genuine passion for customer success with a measurable outcomes driven approach. This is your opportunity to shape how field service organisations transform, one successful deployment at a time. able to collaborate with customers and teams in other countries or continents as needed, either remotely or in-person (occasional travel needed).What the role offersOwn post-implementation customer journeys for a portfolio of accounts, driving adoption from go-live through sustained value delivery and measurable ROI achievementProactively monitor customer health (usage, sentiment, support tickets) and orchestrate interventions before issues escalate into churn risksLead Quarterly Business Reviews (QBRs) that demonstrate ROI, identify expansion opportunities, and strengthen executive relationshipsNavigate complex stakeholder environments, building trusted relationships across operational teams, IT, and service delivery leadershipFacilitate adoption activities (workshops, training, change management) that transform user resistance into platform advocacy and feature utilisationIdentify and qualify expansion opportunities based on customer maturity and usage patterns; own or support renewal processes to achieve NRR targetsCollaborate cross-functionally with PS on handoffs, Support on escalations, Product on roadmap feedback, and Sales on commercial opportunitiesAutomate your workflows by actively identifying automation opportunities, from health monitoring to engagement cadences and implement AI-driven approaches that improve scale and efficiencyDrive continuous improvement by developing repeatable playbooks, experimenting with engagement approaches, and contributing to evolving CS methodologyWhat you'll bring to the role5-8 years in customer success, account management, or consulting within B2B SaaS; Balance long-term vision with tactical execution; make decisions with 70% data, zoom in/out as neededFirst-principles problem solver: Strong business acumen with grasp of operational metrics, ROI modelling, and data-driven decision makingTechnical fluency and change management expertise: You have a technical foundation that lets you engage credibly in configuration-level conversations, partner effectively with Solution Architects, troubleshoot platform issues without needing a translator and deploy adoption interventions that overcome resistanceField operations experience is a meaningful plus: exposure to field service management, industrial workforce operations, or enterprise operations platforms helps you speak your customers' language from day oneHustler mentality with customer empathy: genuine passion for customer success with comfort navigating complexityAI-forward mindset: you actively experiment with AI tools, look for automation opportunities within your own workflow, and treat efficiency improvement as a professional discipline, not a future aspirationExcellent communication and facilitation: Experience leading workshops, executive presentations, and training; Drive transformation.