Account Manager

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

📋 Description

• Assist or lead the onboarding process for new customers and guarantee a successful launch of Zipline.

• Serve as the main contact for designated customers.

• Foster strong relationships within each customer's organization, including executive sponsors and operational stakeholders.

• Provide guidance to customers on best practices and opportunities for continuous improvement.

• Inform customers about new features and pertinent updates.

• Collaborate with Implementation, Support, Product, and technical teams.

• Maintain a structured success plan following the implementation phase.

• Oversee customer health, preparation for renewals, and identification of churn risks.

• Utilize customer goals, usage data, reporting, and performance metrics to enhance adoption.

• Identify opportunities for expansion and assist customers in developing business cases.

• Aid customers in assessing usage, ROI, and other significant metrics.

• Navigate challenging customer situations with professionalism and sound judgment.

• Collaborate with Marketing to create case studies and other marketing materials.

⛳️ Requirements

• A minimum of 4 years of experience managing customer accounts in a B2B SaaS environment.

• Experience in retail is preferred, especially in store operations or headquarters settings.

• Outstanding communication, presentation, listening, and writing abilities.

• Bilingual: Preference for Italian/English; proficiency in Spanish, French, or German is a plus.

• Excellent relationship-building and collaborative skills.

• Strong analytical capabilities utilizing customer data and reporting.

• Proficient project management and organizational skills.

• Experience in supporting customer onboarding processes (e.g., SSO, user setup, training, launch planning) is advantageous.

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

• Expertise in retention management, reducing contraction/churn, and pursuing growth/expansion opportunities.

• Openness to travel.

• AI fluency is preferred.

🏝️ Benefits

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

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

• Time off: Flexible time-off policy for breaks, including a one-month sabbatical after five years of service.

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

• Team Connection: Annual company off-sites at exciting locations.

• Volunteering: Paid time off every quarter to volunteer for a nonprofit organization.

• Learning: Unlimited access to Udemy Business for ongoing education and skill development.

• Diversity and Inclusion: Committed to fostering a diverse workplace where we learn from one another.