Director, Customer Success

The role

Lead and develop the Account Management team at Zipline, owning customer retention, renewals and expansion across enterprise customers. Help evolve team structure, processes and global customer success operations as the company grows.

What you will do

• Lead and develop the Account Management team
• Own retention, renewal and expansion outcomes
• Monitor customer health and address risks and growth opportunities
• Partner with the VP, Customer Success to evolve team structures and processes
• Lead organizational and operational changes that improve efficiency
• Champion adoption of AI and automation in workflows
• Partner with Sales, Product and RevOps on customer needs and business priorities
• Ensure consistent, high-quality customer service across regions
• Coach and develop account management leaders and team members
• Plan succession and professional growth for the team

Required qualifications

• Significant leadership experience in enterprise SaaS Customer Success or Account Management, including managing managers
• Proven success driving retention, renewals and expansion revenue in a high-touch enterprise model
• Experience leading and scaling global or multi-region teams
• Strong commercial acumen
• Ability to develop high-performing teams, influence stakeholders and make independent decisions
• Experience in a scaling SaaS organization, ideally $30M to $100M ARR
• Comfort collaborating across global time zones, especially North America and Europe

Nice to have

• Experience working alongside customer or technical support functions
• Background in retail technology or retail store operations
• Familiarity with Gainsight, Catalyst or Salesforce
• Experience using AI or automation to improve Customer Success operations

Benefits

• Remote-first culture
• Stock options
• Flexible time off
• Monthly coffee-shop stipend
• Fully paid one-month sabbatical after five years
• Medical, dental and vision benefits
• Annual company off-sites
• Paid volunteer day each quarter
• Unlimited access to Udemy Business for learning

Before you apply

• Up to 25% travel required
• The company uses AI tools to organize applications; every rejection decision is made by a human
• Interviews are expected to be authentic, not reliant on AI-generated responses

About the company

Zipline is a fast-growing, well-funded SaaS company that helps frontline teams connect, align and work better, serving brands in retail, healthcare and logistics. It is a fully remote company with employees across the U.S., Canada and beyond.