Account Manager

HighlightTA • ,

14d • Remote

About The Position

The Account Manager fills a critical role within Retail Zipline. This person is responsible for managing the ongoing customer relationship and helping to maintain high levels of customer satisfaction.

About Zipline
Zipline is a well-funded, rapidly growing SaaS company transforming how frontline teams work. We empower the world’s leading brands across retail, healthcare, logistics, and beyond to connect, align, and inspire their employees- from headquarters to the front lines. Our customer consistently give us best-in-class NPS and CSAT scores, and they rave about how Zipline makes their teams’ lives easier and their businesses more effective. We’re also a fully remote company, with passionate employees across the U.S., Canada, and around the globe.
Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally. This role would require you to work in a North American Time Zone.

Requirements

• 4+ years of experience managing customer accounts in a B2B SaaS environment, including ownership of renewals and expansion opportunities.
• Exceptional communication skills and Strong relationship-building and collaboration skills, with a proven ability to work effectively across customers and cross-functional internal teams.
• Strong analytical skills, with experience using customer data and reporting to assess account health and inform strategy.
• Strong project-management and organizational skills, with the ability to coordinate across technical and business stakeholders.
• Demonstrates self-motivation, dependability, and dedication in a fast-paced environment.
• Strength in retention management, mitigating contraction/churn and looking for opportunities for growth/expansion.
• Comfortable using AI tools to improve productivity and workflow.

Nice To Haves

• Retail experience preferred, particularly in store operations or headquarters environments.
• Experience supporting customer onboarding and familiarity with implementation processes such as SSO, hierarchy/user setup, training, and launch planning is a plus.
• Willingness to travel.

Responsibilities

• Support and lead the onboarding of new customers to ensure a successful Zipline launch to their users.
• Act as the primary point of contact for assigned customers and serve as the voice of the customer within Zipline.
• Build strong relationships across each customer's organization, including executive sponsors and operational stakeholders, by understanding their goals, culture, and decision-making structure.
• Advise customers on best practices and continuous improvement opportunities to drive long-term success with Zipline.
• Educate customers on new features, enhancements, bug fixes, and relevant Zipline updates.
• Partner with Implementation, Support, Product, and technical stakeholders to ensure smooth onboarding, handoff, and post-launch optimization.
• Maintain a structured success plan following implementation, including adoption milestones, business goals, and growth opportunities.
• Own customer health, renewal readiness, churn-risk identification, and mitigation across assigned accounts.
• Use customer goals, usage data, reporting, and performance metrics to drive adoption, quantify ROI, and inform account strategy.
• Identify expansion opportunities and help customers build business cases and budgets to support renewals and upsell opportunities.
• Help customers evaluate usage, ROI, and other key metrics that can be used internally and externally.
• Lead challenging customer situations with professionalism, urgency, and sound judgment.
• Work with Marketing to develop case studies, customer video clips, quotes, and other sales and marketing assets that showcase customer success stories.

Benefits

• 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: We believe rest fuels great work. Our flexible time-off policy gives you the freedom to take the breaks you need, when you need them—whether it's a long weekend or a well-deserved vacation. We'll also give you a monthly coffee-shop stipend to switch up your workspace and get inspired outside the office. And when you've been with us for five years? You'll earn a fully paid one-month sabbatical to truly unplug and reflect—we call it a thank-you for your impact and dedication.
• 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.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed