As Director, Customer Success, you’ll play a key role in shaping how Zipline delivers exceptional customer experiences while driving retention and growth. We’re looking for a seasoned Customer Success leader who combines strategic thinking with hands-on execution and thrives in a fast-paced, evolving environment.

Reporting to the VP, Customer Success, you’ll lead our Account Management function, owning customer retention, renewals, and expansion outcomes across a portfolio of enterprise customers, including some of the world’s most recognized retail brands. Zipline operates a high-touch customer success model, where building deep, trusted relationships and delivering measurable value are essential.

As we continue to grow globally, you’ll help evolve our team structure, processes, and ways of working to support scale. You’ll be a trusted partner to cross-functional leaders and play an important role in developing a high-performing team that consistently delivers exceptional customer outcomes.

Lead Account Management and Drive Customer Growth

Lead and develop the Account Management team, fostering strong customer relationships and a culture of accountability and continuous improvement.

Own retention, renewal, and expansion outcomes, ensuring customers realize ongoing value from Zipline.

Maintain visibility into customer health, proactively addressing risks and identifying opportunities for growth.

Build and Scale Customer Success Operations

Partner with the VP, Customer Success to evolve team structures, customer coverage models, and operational processes as the business grows.

Lead organizational and operational changes that improve efficiency, team effectiveness, and the customer experience.

Champion the adoption of AI, automation, and emerging technologies to streamline workflows, improve team capacity, and enhance customer outcomes.

Drive Cross-Functional Collaboration

Director, Customer Success

Responsibilities

Qualification

Preferred

Benefits

Company

HighlightTA

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