Account Manager

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 100% remote and accepts applicants from Canada, US & internationally. This role would require you to work in a North American Time Zone.

The Account Manager fills a critical role within Retail Zipline. This person is responsible for managing the ongoing customer relationship and helping to maintain high levels of customer satisfaction. Only seeking self-starters that are independent thinkers and an extrovert who loves building and developing relationships with others!

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.

Compensation:

At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role, as a senior, has a minimum annual salary within Canada of $94,400 CAD and a maximum of $141,600 CAD. As an intermediate, $78,700 CAD and $118,000 CAD. This role as a senior has a minimum annual salary in the USA of $100,000 and a maximum of $150,000 USD. As an intermediate, a minimum of $83,300 and a maximum of $125,000.

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 USA band means a starting salary of a senior at $112,500 USD. Within the Canadian band, $106,200 CAD. For an intermediate within the USA, $93,734 USD. Within the Canadian band, $88,516 CAD. 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, paying competitively at the 75th percentile. 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!