Account Manager

This is a fully remote position, open to applicants in Italy.

📋 Description

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

• Serve as the main point of contact for designated customers and represent their interests within Zipline.

• Cultivate robust relationships throughout each customer's organization, including executive sponsors and operational stakeholders, by gaining insight into their objectives, culture, and decision-making processes.

• Provide customers with advice on best practices and ongoing improvement opportunities to foster long-term success with Zipline.

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

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

• Maintain a structured success plan post-implementation, incorporating adoption milestones, business objectives, and growth opportunities.

• Oversee customer health, readiness for renewal, identification of churn risks, and mitigation strategies for assigned accounts.

• Leverage customer goals, usage data, reporting, and performance metrics to drive adoption, quantify ROI, and shape account strategies.

• Discover expansion opportunities and assist customers in developing business cases and budgets to support renewals and upselling.

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

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

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

⛳️ Requirements

• A minimum of 4 years of experience managing customer accounts in a B2B SaaS setting, including responsibility for renewals and expansion opportunities.

• Experience in retail is preferred, especially in store operations or corporate environments.

• Outstanding communication, presentation, listening, and writing skills, with the ability to influence stakeholders at all levels and simplify complex concepts into clear, intuitive guidance.

• Bilingual proficiency in Italian/English is preferred; knowledge of Spanish, French, or German is a plus.

• Exceptional relationship-building and collaboration abilities, demonstrated through effective work with customers and cross-functional internal teams.

• Strong analytical capabilities, with experience using customer data and reporting to evaluate account health and inform strategic decisions.

• Excellent project management and organizational skills, with the ability to coordinate efforts across technical and business stakeholders.

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

• Shows self-motivation, reliability, and commitment in a dynamic environment.

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

• Willingness to travel as needed.

• Preferred fluency in AI technologies.

🏝️ Benefits

• Remote-first culture: Become part of a high-performing, fully remote team and work from your preferred location.

• Stock Options: Gain significant ownership in a rapidly growing, venture-backed company that is transforming the retail landscape.

• Time off: We believe that rest fuels exceptional work. Our flexible time-off policy allows you to take necessary breaks, whether it's a long weekend or a well-deserved vacation. Additionally, we provide a monthly coffee-shop stipend to inspire you outside of the office. After five years with us, you will earn a fully paid one-month sabbatical to recharge and reflect—it's our way of thanking you for your contributions and commitment.

• Benefits: Comprehensive medical, dental, and vision insurance policies.

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

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

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

• Great humans, great work: Collaborate with kind, supportive teammates who are committed to meaningful work and making a real difference. We value diverse perspectives 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.