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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in enterprise SaaS Customer Success, focusing on customer retention, renewals, and team development. Proven ability to navigate organizational change and leverage AI and automation to enhance operational efficiency and customer experience.
Highest-signal resume keywords
Leadership Experience In Enterprise SaaS Customer SuccessCustomer Retention And Expansion RevenueExperience Leading Global TeamsFamiliarity With Gainsight, Catalyst, Or SalesforceStrong Commercial Acumen
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionRenewal ManagementExpansion RevenueOrganizational Change NavigationTeam DevelopmentAI ImplementationAutomation StrategiesSaaS OperationsCross-Functional CollaborationDecision-Making
Soft Skills
Relationship BuildingCoaching And MentoringProblem-SolvingEngagement And AlignmentInfluencing Stakeholders
Tools & Technologies
GainsightCatalystSalesforceAI TechnologiesAutomation Tools
Industry Keywords
Enterprise SaaSCustomer SuccessAccount ManagementRetail TechnologyCustomer Support
About the role
Key responsibilities & impact- Lead and develop the Account Management team
- Foster strong customer relationships and a culture of accountability and continuous improvement
- Own customer retention, renewal, and expansion outcomes
- Ensure customers realize ongoing value from Zipline
- Monitor customer health, proactively address risks, and identify growth opportunities
- Partner with the VP, Customer Success to evolve team structures, customer coverage models, and operational processes
- Lead organizational and operational changes to improve efficiency, team effectiveness, and customer experience
- Champion AI, automation, and emerging technologies
- Partner with Sales, Product, RevOps, and other teams to represent customer needs and align business priorities
- Navigate complex challenges and drive solutions with autonomy and sound judgment
- Support global Customer Success operations and consistent service across regions
- Coach and develop Account Management leaders and team members
- Identify professional growth, succession planning, and team development opportunities
- Lead through change while keeping teams engaged, aligned, and focused on results
- Report to the VP, Customer Success
Requirements
What you’ll need- Significant leadership experience in enterprise SaaS Customer Success or Account Management, including managing managers
- Proven success driving customer retention, renewals, and expansion revenue within a high-touch enterprise customer model
- Experience leading and scaling global or multi-region teams
- Experience navigating organizational change and evolving customer coverage models
- Strong commercial acumen
- Ability to develop high-performing teams and influence cross-functional stakeholders
- Ability to make decisions independently
- Experience operating in a scaling SaaS organization, ideally within the $30M to $100M ARR range
- Comfort collaborating across global time zones, particularly with teams and customers in North America and Europe
- Experience working alongside customer support or technical support functions
- Background in retail technology or familiarity with retail store operations
- Familiarity with Gainsight, Catalyst, or Salesforce
- Experience leveraging AI or automation to improve Customer Success operations
- Based in the US or Canada
- Ability to work East Coast hours to support overlap with European teams
- Legally authorized to work in Canada or the United States
- Up to 25% travel may be required
Benefits
Comp & perks- Remote-first culture and fully remote work
- Stock options
- Flexible time-off policy
- Monthly coffee-shop stipend
- Fully paid one-month sabbatical after five years
- Medical, dental, and vision policies
- Annual company off-sites
- Paid day off each quarter for volunteering
- Unlimited access to Udemy Business
- Career development and compensation-growth conversations
- Diverse and inclusive workplace