Zipline is rapidly expanding our life-saving drone delivery footprint in the United States following the success and continued growth of the business across the globe. We are looking for an elite Customer Success Manager to join our US team to lead some of our largest partnerships. Read about our US launch here! In this role you will drive customer success outcomes and a vision for the customer lifecycle. Success requires end-to-end accountability of highly visible strategic initiatives, scoping and creating project plans, developing processes, coordinating and driving internal and external execution, and communicating to senior management on status, risks, and resourcing needs. The ideal candidate has the ability to influence without authority, radical ownership mentality, strong attention to detail, negotiation skills, and executive presence.

What You'll Do  

• Work with Zipline’s partners and internal teams to define a customer-facing program (mission, vision, tenets), set objectives, and outperform expectations set with external stakeholders
• Thoroughly understand interdependent aspects of Zipline’s business, including aviation, fulfillment operations, regulatory compliance, and value to healthcare partners.
• Work autonomously in an ambiguous environment, seeking to understand operational limitations, scaling factors, and risks to program success
• Establish clear roadmaps, goals for implementation, and communication model between Zipline and its partners
• Understand long-term customer goals, and align customer and Zipline resources to achieve them.
• Earn long-lasting trust with our customers by solving issues and concerns as they arise.
• Increase service adoption and find additional customer uses for Zipline’s service to expand lifetime value for our customer and Zipline.
• Continuously engage with customer stakeholders to identify opportunities and risks, and present recommendations and solutions.
• Map the customer journey, and report relevant insights to Zipline Sales, Business Development, Operations, Engineering, and Product Management.
• Collaborate with a cross-functional set of teams to ensure our business is growing and developing with our customer needs as a top priority.
• Continuously gather customer feedback in order to: develop standardized interventions that improve customer satisfaction with Zipline’s service; identify opportunities for continuous improvement; and share best practices across our customer base.
• Manage customer success activities, including onboarding, training, and customer support advocacy.

What You'll Bring 

• 5+  years of experience in program management, healthcare, pharmacy, operations, supply chain, or transportation
• Demonstrated experience leading and owning cross-functional programs
• 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!

What Else You Need to Know