Account Manager

📋 Description

• Support and guide the onboarding process for new customers to guarantee a successful Zipline launch for their users.

• Serve as the main point of contact for designated customers and represent the customer's voice within Zipline.

• Foster strong relationships throughout each customer's organization, including executive sponsors and operational stakeholders, by comprehending their objectives, culture, and decision-making processes.

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

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

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

• Maintain an organized success plan post-implementation, which includes adoption milestones, business objectives, and growth prospects.

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

• Utilize customer objectives, usage statistics, reporting, and performance metrics to enhance adoption, quantify ROI, and shape account strategy.

• Discover expansion opportunities and assist customers in creating business cases and budgets to facilitate renewals and upsell possibilities.

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

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

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

⛳️ Requirements

• Over 4 years of experience managing customer accounts within a B2B SaaS context, including responsibility for renewals and expansion opportunities.

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

• Outstanding communication abilities and strong skills in relationship-building and collaboration, with a proven capacity to work effectively across customers and cross-functional internal teams.

• Strong analytical capabilities, with experience in utilizing customer data and reporting to evaluate account health and guide strategy.

• Excellent project management and organizational skills, with the ability to coordinate efforts among 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 advantageous.

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

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

• Willingness to travel as needed.

• Comfortable utilizing AI tools to enhance productivity and workflow.

🏝️ Benefits

• Remote-first culture: Join a high-performing, fully remote team and work from wherever you feel most comfortable.

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

• Time off: We believe that rest is essential for great work. Our flexible time-off policy allows you the freedom to take breaks when needed—whether for a long weekend or a well-deserved vacation. Additionally, we provide a monthly coffee-shop stipend to inspire you outside the office. After five years with us, you'll earn a fully paid one-month sabbatical as a thank-you for your impact and dedication.

• Benefits: Access to world-class medical, dental, and vision coverage.

• Team Connection: Participate in annual company off-sites in exciting locations. Previous sites have included New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.

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

• Learning: We support ongoing education and provide unlimited access to our Udemy Business account.

• Great humans, great work: Collaborate with kind, cooperative teammates committed to doing meaningful work and making a real impact. We value diversity in all forms and are dedicated to creating 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.