Account Manager

HighlightTA•Ireland, MS

1d•€57,333 - €70,074•Remote

About The Position

As an Account Manager at Zipline, you'll fill a critical role managing ongoing customer relationships and maintaining high levels of customer satisfaction. You'll be the primary point of contact for assigned accounts, responsible for onboarding, adoption, renewals, and expansion. You'll also act as the voice of the customer internally, partnering with Implementation, Support, and Product to make sure customers get lasting value from Zipline. This role is built for someone who takes initiative, thinks independently, and gets genuine energy from building relationships and making customers win.

Requirements

4+ years of experience managing customer accounts in a B2B SaaS environment, including ownership of renewals and expansion opportunities.
Exceptional communication, presentation, listening, and writing skills, with the ability to influence stakeholders at all levels and translate complex concepts into clear, intuitive guidance.
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.
Willingness to travel.

Nice To Haves

Retail experience preferred, particularly in store operations or headquarters environments.
Bilingual: Italian/English preferred; Spanish, French, or German a plus.
Experience supporting customer onboarding and familiarity with implementation processes such as SSO, hierarchy/user setup, training, and launch planning is a plus.
AI fluency preferred.

Responsibilities

Support/Lead the onboarding of new customers and 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.