Zippin has developed the next generation of checkout-free technology enabling retailers to quickly deploy frictionless shopping in their stores. Zippin’s technology is being used by retailers on four continents to power checkout-free experiences in a wide variety of venues such as stadiums, offices, airports and train stations, convenience stores, hotels, convention centers and residential buildings.
In August of 2021, we closed a $30 million Series B funding round with participation from new and existing investors including OurCrowd, Maven Ventures, Evolv Ventures and SAP. This new round brings Zippin’s total funding to more than $45 million. This round comes on the heels of significant progress we’ve made in recent months, including signing numerous new accounts, launching multiple new public checkout-free stores, and further solidifying their leading technology within the future of retail.
As our Manager of Customer Success at Zippin, you will hire and lead a team of Customer Success Managers (CSMs), to help define the voice for our retail partners. The Manager of CS leverages deep business, industry and product knowledge to drive growth for our retail partners. This role requires the ability to provide guidance and leadership through the customer/partner onboarding process, an ability to consistently communicate our value, and early identification and resolution of at-risk retail partners. You will also be leading initiatives to maximize user adoption, retention, and overall customer lifetime value. This role will report to Zippin’s VP of Finance and Customer Success.
The ideal candidate has a proven track record in customer success and in leading a team. You thrive in a fast-paced environment, are solutions-oriented, and have a passion for startups and growing a business in a new market.
Responsibilities
Seed the vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through expansions, renewals and increased shopper engagement.
Influence future lifetime value through higher product adoption, customer satisfaction and overall customer health scores
Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
Share customer success stories – in partnership with marketing and internal comms – throughout the organization to feed the sales process, drive engagement, and improve our product offering.
Recruit and develop a high performing team
Develop the company-wide customer success interface integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Business Development & Sales, Software Engineering, Store Systems, etc)
Collaborate with other departments to develop metrics and processes to instill a customer success philosophy across the organization.
Anticipate client needs and escalate client issues with speed and urgency, orchestrating resources across the company as appropriate, in partnership with Customer Support
Requirements
BA/BS degree or higher
Demonstrated growth in management with experience leading CSMs, account management or sales teams in a retail technology or SaaS company
Comfort navigating and managing ambiguous situations and driving consensus when conflicts arise
Exceptional interpersonal, written and verbal communication skills and a demonstrated capability to transfer knowledge throughout an organization
Ability to develop strategies, translate them into initiatives and track successful delivery
Demonstrated ability to lead managers and successfully orchestrate global, distributed teams across cultures, lines of business, and geographies
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Able to collaborate across the organization and with external stakeholders
Ability to travel as needed
Working at Zippin
We are a global and collaborative team, building a world class company and inspiring Zippiners to grow with us. We foster a consciously inclusive culture by empowering individuality and building a diverse brand people dream to be a part of.
We love what we do and the people we do it with. Let’s know more than just what you have done. We want to know who you are, What are your passions and talents. Come build the future with us!
Our Vision
To be the operating system for the automated store.
Our Mission
Accelerate the world’s adoption of checkout-free stores.
Our Values
Zippin is a values-based organization. We have a culture shaped by a clear set of ground rules establishing a framework and principles for decision-making, behaviors and a sense of community.
Our Culture and Benefits
Our employees and culture make Zippin a wonderful place to work. Our work environment provides the energy of a start-up along with competitive benefits such as remote working, flexible working environment, generous vacation and personal time, learning pathways, an inclusive work environment, career growth opportunities, health insurance for family and equity ownership possibilities. At Zippin, we believe in sharing success with all of our stakeholders and working together for all of our benefit. We believe in listening, collaborating and team based decision-making.
Diversity of backgrounds and thoughts is of utmost importance to us. You can be your authentic self and be a contributing member of the team. Zippin is proud to be an equal opportunity employer. We’re committed to fair hiring practices and a welcoming working environment. All candidates are considered for employment without regard to race, religion, ethnicity, age, gender, sexual orientation, gender identity or expression, national origin, medical condition, or socioeconomic status, belief, ancestry, or other applicable legally protected characteristics. We value our differences and we’re excited to learn what you can add to our team.
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