Customer Success Manager
Posted on 8/25/2023

501-1,000 employees

Autonomous drone delivery
San Bruno, CA, USA
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • 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!
  • 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, 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