Account Manager
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Job Description
Account Manager overseeing customer accounts for Zipline, a SaaS company focused on improving communication. Responsible for onboarding, renewals, and expansion of customer relationships.
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.
Requirements:
- 4+ years of experience managing customer accounts in a B2B SaaS environment, including ownership of renewals and expansion opportunities.
- Retail experience preferred, particularly in store operations or headquarters environments.
- 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.
- Experience supporting customer onboarding and familiarity with implementation processes such as SSO, hierarchy/user setup, training, and launch planning is a plus.
- 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.
- Comfortable using AI tools to improve productivity and workflow.
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
- Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.
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