Director, Customer Success — Global Growth (Remote)

HighlightTA; United States; Remote; USD 178,000 - 217,000; Full time

Benefits offered by this job

Remote-first culture

Stock options

Flexible time off

Medical benefits

Annual off-sites

Volunteer day off

Udemy access

Diversity & inclusion

Job summary

Zipline is a remote-first SaaS company transforming how frontline teams work. We seek a Director, Customer Success to lead our Account Management function, owning retention, renewals, and expansion for enterprise clients.

You will build scalable CS operations, partner with Sales, Product, and RevOps, and coach a high-performing team across regions. You’ll drive measurable value, align customer needs with product strategy, and empower cross-functional teams to deliver outstanding outcomes while

Qualifications

• Extensive leadership in enterprise SaaS CS/AM, including management of managers.
• Proven success driving retention, renewals, and expansion revenue in high-touch enterprise models.
• Experience leading and scaling global or multi-region teams and navigating change.
• Strong commercial acumen balancing customer relationships with revenue outcomes.
• Ability to develop high-performing teams and influence cross-functional stakeholders.
• Experience in scaling SaaS with ARR in the $30M–$100M range.
• Comfort coordinating across NA/Europe time zones.

Responsibilities

• Lead and develop the Account Management team, fostering strong customer relationships.
• Own retention, renewal, and expansion outcomes to maximize customer value.
• Maintain visibility into customer health and proactively address risks and opportunities.
• Evolve CS operations with VP, CS to improve efficiency and coverage models.
• Champion AI/automation to streamline workflows and boost capacity.
• Collaborate with Sales, Product, RevOps to align customer needs with business priorities.
• Coach Account Management leaders and foster a culture of ownership and performance.

Skills

Leadership

Account Management

Customer Retention

Expansion Revenue

Global Teams

Cross-functional

Business Acumen

Strategic Thinking

Tools

Gainsight

Catalyst

Salesforce

Job description

Zipline is a remote-first SaaS company transforming how frontline teams work. We seek a Director, Customer Success to lead our Account Management function, owning retention, renewals, and expansion for enterprise clients.

You will build scalable CS operations, partner with Sales, Product, and RevOps, and coach a high-performing team across regions. You’ll drive measurable value, align customer needs with product strategy, and empower cross-functional teams to deliver outstanding outcomes while