Account Manager

About Zipline

Zipline is a well-funded, rapidly growing SaaS company transforming how frontline teams work. We empower the world’s leading brands across retail, healthcare, logistics, and beyond to connect, align, and inspire their employees - from headquarters to the front lines. Our customers consistently give us best-in-class NPS and CSAT scores, and they rave about how Zipline makes their teams’ lives easier and their businesses more effective. We’re also a fully remote company, with passionate employees across the U.S., Canada, and around the globe.

Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally. This role would require you to work in a European Time Zone.

About the Role

As an Account Manager at Zipline, you'll fill a critical role managing ongoing customer relationships and maintaining high levels of customer satisfaction. You'll be the primary point of contact for assigned accounts, responsible for onboarding, adoption, renewals, and expansion. You'll also act as the voice of the customer internally, partnering with Implementation, Support, and Product to make sure customers get lasting value from Zipline. This role is built for someone who takes initiative, thinks independently, and gets genuine energy from building relationships and making customers win.

What You’ll Do

• Support/Lead the onboarding of new customers and 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.

What We Look For

• 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, presentation, listening, and writing skills, with the ability to influence stakeholders at all levels and translate complex concepts into clear, intuitive guidance.
• Bilingual: Italian/English preferred; Spanish, French, or German a plus.
• 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.
• AI fluency preferred.

Compensation

At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role is targeting an annual salary within the UK of 51,744 - 63,279 GBP. The broad salary ranges reflect the growth someone will experience in the role from developing skills to reaching expertise within their career level. We've found that hiring team members with the expectation of being accomplished in the role sets them up for success, which for this position, on the Italy band is 51,744 GBP. Salaries below this point typically reflect someone with potential but still building the necessary skills, while salaries above are for individuals already excelling in the role, with a deep understanding of Zipline's impact on customers, product, and company.

At Zipline, you'll continue to have career development conversations with your manager to ensure your compensation grows as you advance. Our salary ranges are determined by market, factoring in our revenue and employee size and paying competitively. In higher cost of living markets, we apply 5-10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflective of the increased expenses our team members face in those areas. While we primarily hire in Canada and the USA, we are a global employer, and all hiring regions will use the same methodology to determine fair and transparent pay. Transparency is key to building trust in our compensation process. To better understand how this range is determined, we encourage you to ask as many questions as you'd like about compensation during the interview process to ensure clarity and confidence.

What's In It For You

• 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.

Want to learn more about how we work? We may be remote, but we're anything but disconnected. Zipline is a thriving, dynamic team spread across the globe—collaborating, innovating, and having a blast along the way. Zipliners work from all over—vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug. Even though we're distributed, we make space to connect—whether it's our weekly all-company social or gathering in person at our yearly retreats. We're building something meaningful together, and we're glad you're considering being a part of it. We can't wait to meet you!

How We Hire

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.

This opportunity is offered through HighlightTA, the on-demand talent team supporting Zipline’s growth. Connect with us and learn more: Zipline on Linkedin HighlightTA on LinkedIn