{"id":4120596,"url":"https://alion.io/job/highlightta-director-customer-success","title":"Director, Customer Success","company":{"id":3339,"name":"HighlightTA","domain":"highlightta.com","url":"https://alion.io/company/highlightta","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":184714,"max":225762,"currency":"CAD","period":"year","gross":null,"usd_annual":158529},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"LinkedIn","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-11-11T19:18:25Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T00:37:00Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Zipline\nZipline is a well-funded, rapidly growing SaaS company transforming how frontline teams work. We empower the world’s leading brands across retail, healthcare, logistics, and beyond to connect, align, and inspire their employees, from headquarters to the front lines. Our customers consistently give us best-in-class NPS and CSAT scores, and they rave about how Zipline makes their teams’ lives easier and their businesses more effective. We’re also a fully remote company, with passionate employees across the U.S., Canada, and around the globe.\nAbout the Role\nAs Director, Customer Success, you’ll play a key role in shaping how Zipline delivers exceptional customer experiences while driving retention and growth. We’re looking for a seasoned Customer Success leader who combines strategic thinking with hands-on execution and thrives in a fast-paced, evolving environment.\nReporting to the VP, Customer Success, you’ll lead our Account Management function, owning customer retention, renewals, and expansion outcomes across a portfolio of enterprise customers, including some of the world’s most recognized retail brands. Zipline operates a high-touch customer success model, where building deep, trusted relationships and delivering measurable value are essential.\nAs we continue to grow globally, you’ll help evolve our team structure, processes, and ways of working to support scale. You’ll be a trusted partner to cross-functional leaders and play an important role in developing a high-performing team that consistently delivers exceptional customer outcomes.\nWhat You’ll Do\nLead Account Management and Drive Customer Growth\nLead and develop the Account Management team, fostering strong customer relationships and a culture of accountability and continuous improvement.\n\nOwn retention, renewal, and expansion outcomes, ensuring customers realize ongoing value from Zipline.\n\nMaintain visibility into customer health, proactively addressing risks and identifying opportunities for growth.\n\nBuild and Scale Customer Success Operations\nPartner with the VP, Customer Success to evolve team structures, customer coverage models, and operational processes as the business grows.\n\nLead organizational and operational changes that improve efficiency, team effectiveness, and the customer experience.\n\nChampion the adoption of AI, automation, and emerging technologies to streamline workflows, improve team capacity, and enhance customer outcomes.\n\nDrive Cross-Functional Collaboration\nPartner closely with Sales, Product, RevOps, and other teams to represent customer needs and align business priorities.\n\nAct as a trusted decision-maker, navigating complex challenges and driving solutions with autonomy and sound judgment.\n\nSupport the evolution of our global Customer Success operations, ensuring customers receive consistent, high-quality service across regions.\n\nDevelop and Inspire Your Team\nCoach and develop Account Management leaders and team members, building a culture of ownership, collaboration, and high performance.\n\nIdentify opportunities for professional growth, succession planning, and continuous team development.\n\nLead confidently through change, keeping teams engaged, aligned, and focused on delivering results.\n\nWhat We Look For\nMust-Haves\nSignificant leadership experience in enterprise SaaS Customer Success or Account Management, including experience managing managers.\n\nProven success driving customer retention, renewals, and expansion revenue within a high-touch enterprise customer model.\n\nExperience leading and scaling global or multi-region teams, including navigating organizational change and evolving customer coverage models.\n\nStrong commercial acumen, with the ability to balance customer relationships, business priorities, and revenue outcomes.\n\nDemonstrated ability to develop high-performing teams, influence cross-functional stakeholders, and make decisions independently.\n\nExperience operating in a scaling SaaS organization, ideally within the $30M to $100M ARR range.\n\nComfort collaborating across global time zones, particularly with teams and customers in North America and Europe.\n\nNice-to-Haves\nExperience working alongside customer support or technical support functions.\n\nBackground in retail technology or familiarity with retail store operations.\n\nFamiliarity with Customer Success and CRM platforms such as Gainsight, Catalyst, or Salesforce.\n\nExperience leveraging AI or automation to improve Customer Success operations.\n\nWhat Success Looks Like\nYou’ll build a high-performing Account Management function that consistently delivers strong customer retention, meaningful expansion revenue, and exceptional customer satisfaction. Your team will operate with clarity and accountability, customer relationships will deepen, and you’ll be recognized as a trusted leader who can navigate complexity, drive change, and help Zipline scale successfully.\nThis role may require up to 25% travel.\nCompensation\nAt Zipline, we’re committed to paying our team fairly, transparently, and in a way that supports growth. This role is targeting an annual salary within Canada of $184,714 CAD to $225,762 CAD. The broad salary ranges reflect the growth someone will experience in the role, from developing skills to reaching expertise within their career level. We’ve found that hiring team members with the expectation of being accomplished in the role sets them up for success, which for this position on the Canadian band is $184,714 CAD. Salaries below this point typically reflect someone with potential but still building the necessary skills, while salaries above are for individuals already excelling in the role, with a deep understanding of Zipline’s impact on customers, product, and company.\nAt Zipline, you’ll continue to have career development conversations with your manager to ensure your compensation grows as you advance.\nOur salary ranges are determined by market, factoring in our revenue and employee size and paying competitively. In higher cost of living markets, we apply 5 to 10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflect the increased expenses our team members face in those areas. While we primarily hire in Canada and the USA, we are a global employer, and all hiring regions will use the same methodology to determine fair and transparent pay.\nTransparency is key to building trust in our compensation process. To better understand how this range is determined, we encourage you to ask as many questions as you’d like about compensation during the interview process to ensure clarity and confidence.\nWhat’s in it for You\nRemote-first culture: Join a high performing, fully remote team and work where you’re comfortable.\n\nStock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.\n\nTime off: We believe rest fuels great work. Our flexible time-off policy gives you the freedom to take the breaks you need, when you need them, whether it’s a long weekend or a well-deserved vacation. We’ll also give you a monthly coffee-shop stipend to switch up your workspace and get inspired outside the office. And when you’ve been with us for five years? You’ll earn a fully paid one-month sabbatical to truly unplug and reflect. We call it a thank-you for your impact and dedication.\n\nBenefits: World-class medical, dental, and vision policies.\n\nTeam Connection: Annual company off-sites in fun locations. We’ve done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.\n\nVolunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.\n\nLearning: We support continuous learning and provide unlimited access to our Udemy Business account.\n\nGreat humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.\n\nWant to learn more about how we work?\nWe may be remote, but we’re anything but disconnected. Zipline is a thriving, dynamic team spread across the globe, collaborating, innovating, and having a blast along the way.\nZipliners work from all over: vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.\nEven though we’re distributed, we make space to connect, whether it’s our weekly all-company social or gathering in person at our yearly retreats. We’re building something meaningful together, and we’re glad you’re considering being a part of it.\nHow We Hire\n We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.\nThis opportunity is offered through HighlightTA, the on-demand talent team supporting Zipline’s growth.\nConnect with us and learn more:\nZipline on Linkedin\n HighlightTA on LinkedIn","description_format":"text","description_chars":9300,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Stock options"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-12T00:37:00Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":0,"expected_fill_days":35,"reasons":["conf:4","agency","win:early"],"computed_at":"2026-11-12T04:54:30Z"},"pay":{"stated_usd_annual":158529,"is_top_pay":false},"html_url":"https://alion.io/job/highlightta-director-customer-success","json_url":"https://alion.io/job/highlightta-director-customer-success.json","meta":{"generated_at":"2026-11-12T04:54:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10706,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3339},"rest":"https://alion.io/mcp/rest/get_company?id=3339"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhighlightta-director-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhighlightta-director-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhighlightta-director-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/highlightta-director-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhighlightta-director-customer-success"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4120596}},{"tool":"search_jobs","arguments":{"company":"highlightta.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4120596},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}