Your RoleAs a member of Zip's GTM Strategy & Operations team, you'll be the primary business partner to Zip's Customer Success organization - owning the operating rhythms, models, and metrics that determine how the team covers, retains, and grows the customer base.
You'll bring structure to a fast-scaling org: standardizing ways of working across post-sales, and driving the cross-functional collaboration with adjacent teams (from Sales & Account Management to Technical Support) that a coherent customer experience depends on.
You'll operate as a true business partner and execution arm for our Post-Sales leaders - owning the core rhythms, models, and metrics that power Customer Success performance.
What you'll do- Own post-sales operations for the org: Lead day-to-day operations and long-term planning, including book design and rebalancing, segmentation, metrics, reporting, and "whatever it takes."
- Act as a strategic thought partner: Be the go-to partner for post-sales leadership and execs - whether it's solving complex problems, framing key decisions, or bringing structure to ambiguity.
- Drive GTM cadence and accountability: Run the operating rhythm - owning book reviews, renewal forecast calls, at-risk and churn reviews, QBRs, and leadership syncs. You'll push velocity, track outcomes, and ensure every meeting drives impact.
- Lead cross-functional execution: Work across Sales, Marketing, CS, Product, and Finance to drive strategic initiatives forward - bringing a GTM perspective to company-wide efforts and ensuring alignment across teams.
- Build with data: Use SQL, spreadsheets, and BI tools to structure analysis, validate assumptions, and uncover insights that improve GTM execution and drive growth
- Own special projects: From building a renewal forecast process to redefining our health score system - you'll own critical, high-impact workstreams that move the business forward.
What We're Looking For- 8+ years of experience in customer success/post-sale operations, sales strategy, revenue operations, consulting, investing, or a similar high-performance environment.
- Strong analytical and modeling skills - you're fluent in Excel/Sheets and can write SQL or are willing to learn.
- Deep understanding of the post-sale customer lifecycle and SaaS business models, with battle-tested views on retention and expansion metrics (NRR, GRR, churn), account health and CSM/Solutions Consultant coverage models, and implementation/time-to-value velocity.
- Experience working closely with RevOps systems like Salesforce, Gong, Superset and others.
- Excellent written and verbal communication - you can structure thinking clearly, write concise memos, and present to executives with confidence.
- Attention to detail - you go deep on problems, sweat the edge cases, and set the quality bar high.
- High bias for action - you move fast, think in tradeoffs, and find a way forward when others see blockers.
- Technically inclined - you're not afraid of Salesforce Flows, brittle validation rules, or stitching together data across systems.
- A collaborative mindset - you're opinionated but open to all perspectives, and you know how to drive alignment across stakeholders.
- A proven operator - you've managed large, ambiguous projects that required both strategic thinking and tactical execution.
The salary range for this role is $153,000 - $189,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.
Perks & BenefitsAt Zip, we're committed to providing our employees with everything they need to do their best work.
- Start-up equity
- 🦷 Full health, vision & dental coverage
- Catered lunches & dinners for SF or NY employees
- 🚍 Commuter benefit
- 🚠 Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
- 401k plan
