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HighlightTA

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Account Manager

Account ManagerSalesFull TimeRemoteSeniorTeam 1-10Since 2024H1B No SponsorCompany SiteLinkedIn

Location

Canada

Posted

18 days ago

Salary

$84.6K - $103.4K / year

Seniority

Senior

Bachelor Degree4 yrs expEnglish

Job Description

Account Manager

HighlightTA

• Support and lead the onboarding of new customers to 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.

Job Requirements

  • 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 skills and 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.
  • Comfortable using AI tools to improve productivity and workflow.

Benefits

  • 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.

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