Senior Manager, Implementation and Services

Manager, Implementation & Services

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.

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

Technical Account Management

Cross-Functional Collaboration

Must-haves :

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 rolefrom 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 housegrab 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