Zipline is a well-funded and quickly growing SaaS company that works with many of the world’s top retailers across many industries. We have best-in-class NPS and CSAT scores, and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond!

Please note: Zipline is a 100% remote company. For this role, we are specifically seeking candidates based in the UK or within a similar time zone in Europe, to ensure strong collaboration with our North American-based team.

The Account Manager plays a vital role at Retail Zipline, serving as the primary point of contact for our customers and ensuring strong, ongoing relationships. This role is focused on maintaining high levels of customer satisfaction, driving engagement, and supporting customer success over time.

We’re looking for a self-starter who thrives in a fast-paced environment—someone who’s proactive, independent, and naturally outgoing. You should genuinely enjoy building relationships and have a talent for understanding and anticipating client needs.

Key Responsibilities:

• Manage to onboard new customers and ensure a successful Zipline launch to their users.
• Ensure ongoing customer success through advising on best practices and continuous improvements.
• Understand each customer’s internal culture, politics, and organizational structure to best influence decision-making and lay the foundation for strong, long-lasting relationships.
• Educate customers on new features, enhancements, bug fixes, and other relative Zipline news.
• Act as the central point of contact and be the voice of the customer within Zipline.
• Look for additional opportunities for using Zipline products within customer organizations.
• Assist customers in establishing business cases and budgets to ensure annual renewals as well as up-sell opportunities.
• Help customers determine usage, ROI, and other stats that can be used internally and externally.
• Establish reference relationships throughout the customer’s organization and manage reference activities.
• Work with marketing to construct case studies, customer video clips, quotes, and other marketing/sales tools leveraging our customer success stories.

Must-haves:

• 4+ years managing accounts in a B2B SaaS environment, ideally with retail as a vertical.
• Preferably, experience in Retail, either in Stores or in Headquarters.
• Ability to effectively communicate, present, influence, or befriend all levels within an organization.
• Outstanding listening and writing skills. A keen ability to translate complex concepts into simple and intuitive communication.
• Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers.
• A strong track record for managing relationships and supporting their onboarding efforts.
• Demonstrates work behaviors such as self-motivation, dependability, and dedication.
• A willingness to travel.
• Highly organized.

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.
• Home office setup: We offer a $500 USD stipend to get set up to work comfortably from home.
• 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!