Director, Account Management - Merchant Experience

• Lead Zip’s merchant experience strategy to retain, expand, and unlock significant revenue opportunities across a diverse portfolio of merchants.
• Enhance merchant success by refining tools and workflows while building trusted partnerships with key decision-makers to deliver lasting business impact.
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office 

Start your adventure with Zip

As Director, Account Management-Merchant Experience you will own and elevate Zip’s merchant experience in the U.S., driving strategic growth, operational excellence, and deep merchant engagement. This net-new role gives you the opportunity to optimize our tech stack, tooling, workflows, and processes while executing a multi-year account strategy to retain, expand, and maximize revenue opportunities across our portfolio of merchants.

You will act as a trusted advisor to merchants, leveraging data-driven insights, strategic planning, and consultative selling to unlock value, drive adoption of Zip’s solutions, and increase our share of wallet. This role requires strong relationship management skills, a deep understanding of enterprise account planning, and a track record of scaling merchant engagement strategies.

You’ll also...

Strategic Growth & Merchant Success

• Develop & execute a 12-36 month strategic account plan to drive retention, growth, and revenue expansion across our merchant base (GTM) 
• Develop a portfolio matrix evaluating revenue, NTM, and at-risk accounts to inform POV and create robust account plans for top 10 merchants
• Drive $100M in annual TTV growth through cross-selling, optimization levers, and deeper product penetration with existing accounts
• Lead contract renewals & merchant negotiations, structuring deals that ensure long-term success for both Zip and our partners
• Serve as a strategic advisor to merchants, identifying pain points and delivering ROI-driven solutions to maximize performance

Merchant Engagement & Experience

• Uplevel merchant operations by refining processes, workflows, and tools to improve efficiency and merchant satisfaction
• Own and enhance customer success strategies, ensuring merchants maximize value from their Zip partnership
• Develop and execute multi-threaded engagement strategies to deepen relationships with C-suite and senior stakeholders
• Lead merchant-focused events and initiatives to strengthen relationships and enhance customer success

Leadership & Team Development

• Build, coach, and develop a high-performing Merchant Development team, providing mentorship and performance management
• Guide customer retention & expansion strategy, optimizing account segmentation, organizational structure, and merchant success frameworks
• Partner cross-functionally with Product, Engineering, Sales, and Marketing to drive improvements that enhance the merchant experience

Operational Excellence & Data-Driven Insights

• Utilize data and analytics to track merchant performance, identify opportunities, and develop insights that drive strategic decision-making.
• Implement and optimize account planning & pipeline management processes, ensuring alignment with broader business objectives.
• Leverage enterprise sales methodologies (e.g., Challenger, MEDDIC, Solution Selling) to develop compelling business cases for merchant expansion.

What you’ll bring to the team

• 10 years in merchant-facing roles (Merchant Services, Account Management, Business Development, Customer Success) with experience driving revenue growth
• Enterprise Relationship Management: Proven ability to engage C-suite and VP-level decision-makers at Fortune 500 companies
• Industry Experience: Background in e-commerce, fintech, payments, or retail is required
• Strategic Account Planning & Execution: Experience developing and executing long-term (12-36 month) merchant engagement strategies
• Negotiation & Deal Structuring: Track record of leading contract renewals and structuring deals that drive long-term merchant success
• Data-Driven Approach: Strong analytical skills to leverage performance data and insights to inform merchant strategy
• Technology & AI Expertise: Proficiency in leveraging AI-powered tools and technologies such as Clari, LinkedIn Sales Navigator, Google Workspace (G Suite), and Tableau.
• Leadership & Coaching: Experience managing and developing high-performing teams in a dynamic, fast-paced environment
• Process Methodology Expertise: Familiarity with Solution Selling, Challenger, or MEDDIC frameworks to drive business impact
• Comfort with ~15% travel to engage with key merchants and attend industry events

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• Flexible working culture
• Incentive programs
• 20 days PTO every year
• Generous paid parental leave
• Leading family support policies
• 100% employer covered insurance
• Beautiful Union Square office with a casual dress code
• Learning and wellness subscription stipend
• Company-sponsored 401k match

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.

The annual base Pay Range for this position is $175,000 - $190,000. This range reflects our USN compensation banding. Additional premium percentages may apply based on our tiered premium strategy.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. 

If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience. 

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centered products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms Zip participates in the federal government’s E-Verify program

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