Director, Customer Success

The role

Lead the Account Management team and own customer retention, renewals and expansion across enterprise customers. Build and scale customer success operations and work with Sales, Product and RevOps. Coach and develop team members in a fully remote role.

What you will do

• Lead and develop the Account Management team.
• Own retention, renewal and expansion outcomes for enterprise customers.
• 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 the adoption of AI and automation in customer success workflows.
• Partner with Sales, Product and RevOps to align business priorities.
• Make independent decisions on complex challenges.
• Coach and develop Account Management leaders and team members.
• Lead teams through change.

Required qualifications

• Significant leadership experience in enterprise SaaS Customer Success or Account Management, including managing managers.
• Proven success driving customer retention, renewals and expansion revenue in a high-touch enterprise model.
• Experience leading and scaling global or multi-region teams.
• Strong commercial acumen.
• Demonstrated ability to develop high-performing teams and influence cross-functional stakeholders.
• Experience operating in a scaling SaaS organization, ideally in the $30M to $100M ARR range.
• Comfort collaborating across global time zones.

Nice to have

• Experience working alongside customer support or technical support functions.
• Background in retail technology or familiarity with retail store operations.
• Familiarity with Customer Success and CRM platforms such as Gainsight, Catalyst or Salesforce.
• Experience leveraging 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.

Before you apply

• The company uses AI tools to organize applications and identify early matches; every rejection decision is made by a human.
• The role is offered through HighlightTA, an on-demand talent team supporting Zipline.

About the company

Zipline is a venture-backed, fully remote SaaS company that helps frontline teams in retail, healthcare, logistics and other industries connect, align and inspire their employees. It serves large brands and reports strong customer NPS and CSAT scores.