About the position
Zipline is on a mission to transform the way goods move, aiming to solve the world's most urgent access challenges through an instant delivery and logistics system. The company has successfully powered Rwanda's national blood delivery network, facilitated Ghana's COVID-19 vaccine distribution, and provided on-demand home delivery for Walmart. Zipline utilizes robotics and autonomy to decarbonize delivery, reduce road congestion, and provide equitable access to billions of people, ultimately building a more resilient global supply chain. As a Customer Success Manager (CSM), you will ensure that Zipline's technology delivers exceptional outcomes for customers. You will own relationships with key strategic customers, develop a deep understanding of their business models, and collaborate with internal teams to exceed customer expectations. Your role will also involve providing insights on new features and capabilities that can significantly impact customer success.
Responsibilities
- Collaborate with Zipline's customers to identify their business objectives and develop strategies that align with their needs.
- Work cross-functionally to launch and expand Zipline's service to customers, establish and track key success metrics, identify and solve challenges, and drive continuous improvement.
- 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 identify growth opportunities and guide the product roadmap.
- Proactively engage with customer stakeholders to build long-lasting trust.
- Advocate for customer needs to help drive product and service improvements.
Requirements
- 5+ years of experience in customer success, consulting, program management, or operations.
- Demonstrated experience leading and driving cross-functional accountability.
- Experience owning the design, implementation, and optimization of initiatives and action plans.
- Ability to build trust quickly with customers through authenticity and empathy.
- Strong organizational and analytical skills, using data to make decisions.
- Confident in presenting complex solutions in an inspiring manner.
- Familiarity with value drivers for recurring revenue businesses.
- A focus on continuous learning.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off
- Equity compensation
- Overtime pay
- Discretionary annual or performance bonuses
- Sales incentives
