Director, Customer Success

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Lead and nurture the Account Management team.

• Cultivate robust customer relationships while promoting a culture of accountability and continuous improvement.

• Take ownership of customer retention, renewal, and expansion results.

• Ensure customers derive ongoing value from Zipline.

• Monitor customer health, proactively tackle risks, and pinpoint growth opportunities.

• Collaborate with the VP of Customer Success to enhance team structures, customer coverage models, and operational processes.

• Spearhead organizational and operational changes aimed at boosting efficiency, team effectiveness, and customer experience.

• Advocate for AI, automation, and new technologies.

• Work closely with Sales, Product, RevOps, and other teams to represent customer needs and align business priorities.

• Navigate complex challenges and drive solutions independently with sound judgment.

• Support global Customer Success operations and ensure consistent service across regions.

• Mentor and develop leaders and team members within Account Management.

• Identify opportunities for professional growth, succession planning, and team development.

• Lead through transitions while keeping teams motivated, aligned, and focused on achieving results.

• Report directly to the VP of Customer Success.

⛳️ Requirements

• Extensive leadership experience in enterprise SaaS Customer Success or Account Management, including managing managerial roles.

• Demonstrated success in driving customer retention, renewals, and expansion revenue in a high-touch enterprise customer model.

• Proven track record in leading and scaling global or multi-regional teams.

• Experience in managing organizational change and adapting customer coverage models.

• Strong commercial acumen.

• Capability to develop high-performing teams and influence cross-functional stakeholders.

• Ability to make independent decisions.

• Experience working within a scaling SaaS organization, ideally in the $30M to $100M ARR range.

• Comfort in collaborating across global time zones, particularly with teams and customers in North America and Europe.

• Experience working alongside customer support or technical support functions.

• Background in retail technology or familiarity with retail store operations.

• Familiarity with tools such as Gainsight, Catalyst, or Salesforce.

• Experience in leveraging AI or automation to enhance Customer Success operations.

• Must be based in the US or Canada.

• Ability to work East Coast hours to support collaboration with European teams.

• Legally authorized to work in Canada or the United States.

• Up to 25% travel may be required.

🏝️ Benefits

• Remote-first culture and fully remote work options.

• Stock options available.

• Flexible time-off policy.

• Monthly coffee-shop stipend provided.

• Fully paid one-month sabbatical after five years of service.

• Comprehensive medical, dental, and vision benefits.

• Annual company off-site events.

• Paid time off each quarter for volunteering activities.

• Unlimited access to Udemy Business for learning and development.

• Opportunities for career development and discussions about compensation growth.

• A diverse and inclusive workplace environment.