Account Manager

📋 Description

• Facilitate and oversee the onboarding process for new customers to ensure a successful Zipline launch for their users.

• Serve as the main contact for assigned customers, acting as the representative of the customer within Zipline.

• Establish strong connections within each customer's organization, including executive sponsors and operational stakeholders, by understanding their objectives, culture, and decision-making processes.

• Provide guidance to customers on best practices and opportunities for continuous improvement to foster long-term success with Zipline.

• Inform customers about new features, enhancements, bug fixes, and pertinent Zipline updates.

• Collaborate with Implementation, Support, Product, and technical teams to ensure seamless onboarding, handoffs, and post-launch optimization.

• Maintain a structured success plan post-implementation, which includes adoption milestones, business goals, and growth opportunities.

• Manage customer health, renewal readiness, churn-risk identification, and mitigation for assigned accounts.

• Utilize customer goals, usage data, reporting, and performance metrics to promote adoption, quantify ROI, and shape account strategy.

• Recognize expansion opportunities and assist customers in developing business cases and budgets to facilitate renewals and upsell initiatives.

• Aid customers in assessing usage, ROI, and other critical metrics for internal and external purposes.

• Approach challenging customer situations with professionalism, urgency, and sound judgment.

• Collaborate with Marketing to create case studies, video testimonials, quotes, and other marketing materials that highlight customer success stories.

⛳️ Requirements

• Minimum of 4 years of experience managing customer accounts in a B2B SaaS environment, with a focus on renewals and expansion opportunities.

• Retail experience is preferred, especially in store operations or corporate environments.

• Excellent communication skills and strong relationship-building abilities, with a proven track record of effective collaboration across customers and cross-functional internal teams.

• Robust analytical skills, with experience leveraging customer data and reporting to evaluate account health and inform strategic decisions.

• Strong project management and organizational skills, capable of coordinating efforts across technical and business stakeholders.

• Experience in supporting customer onboarding and familiarity with implementation processes such as SSO, hierarchy/user setup, training, and launch planning is a plus.

• Exhibit self-motivation, reliability, and commitment in a fast-paced environment.

• Proficient in retention management, addressing contraction/churn, and seeking growth/expansion opportunities.

• Willingness to travel as required.

• Comfortable utilizing AI tools to enhance productivity and workflow.

🏝️ Benefits

• Remote-first culture: Join a high-performing, fully remote team and work in an environment that suits you best.

• Stock Options: Obtain meaningful ownership in a rapidly growing, venture-backed company that is shaping the future of retail.

• Time off: We believe that rest fuels exceptional work. Our flexible time-off policy allows you the freedom to take necessary breaks, whether for a long weekend or a much-needed vacation. We also offer a monthly coffee-shop stipend to inspire you outside the office. After five years with us, you'll receive a fully paid one-month sabbatical as a thank-you for your contributions and dedication.

• Benefits: Comprehensive medical, dental, and vision coverage.

• Team Connection: Annual company retreats in exciting locations. We've visited New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.

• Volunteering: Each quarter, Zipliners receive a paid day off to volunteer for a nonprofit organization of their choice.

• Learning: We encourage continuous learning and provide unlimited access to our Udemy Business account.

• Great humans, great work: Collaborate with kind, cooperative teammates who are committed to making a meaningful impact. We value diversity in all forms and are dedicated to fostering a diverse and inclusive workplace where we learn from one another. We are an equal opportunity employer and welcome individuals from all backgrounds, experiences, abilities, and perspectives.