Zipline International – Customer Success Manager – San Francisco – USA
Job Description
Zipline International – Customer Success Manager
About You and The Role
This is a key role within Zipline’s Customer Success team to build long-lasting trust with our US partners. In this role, you will be the face of Zipline to your customers. You will develop a deep understanding of what strategies will make them successful and proactively identify opportunities and risks so we are continuously driving key outcomes. You will work closely with cross-functional teams where you will advocate for your customers’ needs internally to ensure we are always building and implementing a customer-centric solution.
Our ideal candidate for this role is customer obsessed, deeply curious, and willing to work in a changing and ambiguous environment. We’re looking for someone who will help shape and define Zipline’s reputation as we continue to grow and expand across the US and the rest of the world.
WHAT YOU’LL DO
Collaborate with Zipline’s customers to identify their business objectives, understand their goals, and develop strategies that align with their needs and drive successful outcomes.
Work cross-functionally to launch and expand Zipline service to partners, establish key metrics to track success, identify and address challenges, and drive continuous improvement.
Work autonomously in an ambiguous environment, seeking to understand growth opportunities, and operational requirements, and help mitigate risks to program success
Establish regular communication with customers, lead quarterly business reviews, and maintain engagement through other touchpoints
Gather customer insights, analyze data, and report relevant findings to Zipline’s Go-To-Market, Operations, Engineering, and Product Management teams to enhance customer experience, drive product improvements, and support business growth.
Increase service adoption and find additional customer uses for Zipline’s service to expand lifetime value for our customers and Zipline
Proactively engage with customer stakeholders to identify and address opportunities and risks, provide solutions, and build long-lasting trust
Advocate for customer needs within the company to help drive product and service improvements based on customer feedback and to ensure our business is growing and developing with our customer needs as a top priority
What You’ll Bring
5+ years of experience in customer success, program management, or operations
Demonstrated experience leading and driving cross-functional accountability
Demonstrated experience owning the design, implementation, and optimization of initiatives
Ability to build trust quickly because you are authentic, direct, and have strong empathy for customers
Organization and analysis – you use data to make decisions and know when and how to implement the right level of process
Confident presenting complex solutions in a way that inspires your audience
Familiarity with the value drivers for recurring revenue businesses
A focus on continuous learning – it’s how we made it this far!
Location: South San Francisco, CA
What else you need to know
Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.
We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!
