• 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