Account Manager

HighlightTA•Madison, MS

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.

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.