Zippin Looking for Manager of Customer Success at Remote Full Time

Our time is valuable. We are all tired of waiting in line. With the convenience of online shopping and delivery services for every type of business everywhere, shoppers are demanding the same frictionless experience when it comes to shopping in a store. There’s never been a more exciting time in retail for Zippin to deliver a cutting-edge shopping experience that will provide the highest level of service and anticipate the needs of shoppers.

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.

• Innovation – We have an ambitious vision, and any change, especially the zealous kind, requires big ideas.
• Integrity – We trust each other, and that trust is the foundation on which our relationships both internally and externally are built.
• Continuous Improvement – We see everything as improvable, and work at finding ways to do so, and enjoy moving toward our goals.
• Accountability – Our teammates have intrinsic enjoyment in taking ownership and delivering on what they say they will.
• Customer Focus – We care most about what benefits our customers – shoppers, retailers and partners.

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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