Job Description

Zipline is a well-funded and quickly growing SaaS company that works with many of the world's top retailers across many industries. We have best-in-class NPS and CSAT scores, and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond!
Our Implementation & Services team is at the heart of that mission, guiding new customers through onboarding, deployment, and adoption while ensuring every rollout is seamless, strategic, and impactful.
The Manager, Implementation & Services leads the teams responsible for both customer onboarding and technical account management. This role ensures that every new customer experiences a smooth Zipline launch -- from initial planning and configuration to post-launch optimization -- and that their technical solutions are built to scale.
You'll lead a team of Implementation Managers and Technical Account Managers who work directly with customers to design workflows, configure systems, map business requirements to the system, manage integrations, and deliver outstanding results. You'll play a key role in shaping how Zipline brings new customers live and continues to support them as they grow.
Key Responsibilities:
Team Leadership & Development

• Lead, mentor, and develop a growing team of Implementation Managers and Technical Account Managers.
• Establish clear goals, processes, and best practices to drive excellence across onboarding and technical service delivery.
• Establish a strategic vision for opportunities to streamline and automate implementations or parts of the implementation process
• Foster a collaborative, customer-obsessed culture focused on proactive communication, accountability, and continuous improvement.
• Partner with senior leadership to forecast team capacity, manage resources, and plan for scale.
• Identify areas for improvement and refinement within the implementation process to drive efficiencies
• -Explore opportunities for developing further revenue generations streams within the Implementation & Services department

Implementation Management

• Oversee all new customer onboarding projects, ensuring successful and timely Zipline launches.
• Guide the team in coordinating project tasks, managing timelines, and maintaining clear communication with customers and internal stakeholders.

Ensure project scope and requirements are clearly defined, tracked, and delivered within expectations. * Support the team in leading clients through workflow design, configuration, and rollout -- ensuring solutions align with best practices.
Maintain high customer satisfaction through responsiveness, thorough communication, and ongoing engagement.
Technical Account Management

• Oversee technical design and implementation of customer solutions, including integrations, data feeds, and platform configurations.
• Partner cross-functionally with Product, Engineering, and Account Management to align customer needs with product capabilities.
• Guide the team in providing proactive technical support, resolving issues, and identifying opportunities for optimization.
• Ensure TAMs build strong, consultative relationships with customer stakeholders, serving as trusted technical advisors.
• Review and evolve processes for managing upgrades, third-party integrations, and custom configurations.

Cross-Functional Collaboration

• Collaborate with Sales and Solutions Engineering on scoping and pre-sales planning for complex retail deployments.
• Work closely with Customer Success to ensure smooth transitions from implementation to steady-state account management.
• Partner with Product and Engineering to communicate customer feedback and influence product roadmap priorities.
• Partner with the Support organization to ensure implementations and projects are properly documented and handed off such that our support team is set up for success and in a position to be the main point of contact going forward

Must-haves:

• 5+ years of experience in software implementation, professional services, or technical account management, preferably in a SaaS environment and ideally with retail as a vertical
• 2+ years of experience managing teams in customer onboarding, implementation, or technical services.
• Preferably, experience in Retail, working with retail customers or in Headquarters.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Experience in delivering client-focused solutions based on customer needs.
• Ability to manage multiple projects at a time while paying strict attention to detail.
• Experience with project management software such as Basecamp, Asana, Jira, etc.
• Technical experience delivering integrations such as Single Sign On, SFTP data feeds, and working with API's.
• Proven experience in configuring and managing Jira for implementation projects, including workflow design, dashboard creation, and system optimization to improve project visibility and efficiency.
• Ability to quickly learn and adapt to new software platforms
• Has led the creation and review of Statements of Work (SOWs) to support strategic initiatives, ensuring alignment with organizational goals, legal standards, and vendor capabilities.
• Proven problem-solving skills and the ability to take a proactive approach to addressing challenges
• Enjoys fostering a positive, collaborative environment and believes work can be both productive and fun
• Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills a must.
• Outstanding listening and writing skills.
• A keen ability to translate complex concepts into simple and intuitive communication.
• Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers.
• A strong track record for managing relationships and supporting their onboarding efforts.
• Demonstrates work behaviors such as self-motivation, dependability, and dedication.
• Highly organized.
• PMP certification or equivalent experience.
• Familiarity with CRM platform like Salesforce and Catalyst and project management like Jira
• Familiarity with third party systems such as Work Force Management, Learning Management, Customer Experience, and Work Orders

Compensation:
At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role has a minimum annual salary within Canada of $110,800 CAD and a maximum of $166,200 CAD. This role has a minimum annual salary in the USA of $120,000 and a maximum of $180,000 USD.
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 USA band means a starting salary of $135,000 USD Within the Canadian band, $124,650 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.
At Zipline, you'll continue to have career development conversations with your manager to ensure your compensation grows as you advance.
Our salary ranges are determined by market, factoring in our revenue and employee size, paying competitively at the 75th percentile. In higher cost of living markets, we apply 5-10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflective of 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.
Transparency 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.
What's in it for you:
Remote-first culture: Join a high performing, fully remote team and work where you're comfortable
Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
Time Off: Our flexible time-off policy ensures you stay refreshed and recharged. Plus, you'll get a monthly stipend to get you out of the house--grab a coffee and work from your favorite spot!
Benefits: World-class medical, dental, and vision policies.
Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.
Sabbatical: A one month paid sabbatical after completing five years of working at Zipline.
Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
Learning: We support continuous learning and provide unlimited access to our Udemy Business account
Great 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.
Want to learn more about how we work?
We 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.
Zipliners work from all over--vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.
Even 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.
We can't wait to meet you!

Skills Required