Own a portfolio of customer accounts from post-sale handoff through renewal and expansion
Serve as the primary point of contact for customers, managing day-to-day communication and long-term account strategy
Own customer renewals end-to-end, including renewal planning, risk identification, forecasting, and execution
Track account health, milestones, and risks, taking proactive action to retain and grow accounts
Build and maintain strong, consultative relationships with customer stakeholders to help improve their security posture using Zip
Collaborate closely with Sales on expansion opportunities when appropriate
Lead customer onboarding from sales handoff through successful deployment
Coordinate and execute onboarding activities, including initial technical setup, configuration, and implementation with customer teams
Define onboarding milestones, timelines, and success criteria
Manage high-touch or complex onboarding scenarios and escalate internally as needed
Create and maintain onboarding documentation, runbooks, and customer-facing status reporting
Establish and maintain internal systems for tracking onboarding progress, account health, and renewals
Identify operational gaps, inefficiencies, or recurring issues and propose improvements
Maintain clear documentation and repeatable processes to support scale
Provide structured customer and operational feedback to Product, Engineering, and internal stakeholders

2–6 years of experience in Account Management, Customer Success, Customer Operations, or similar post-sales roles
Demonstrated ownership of customer accounts, including onboarding and ongoing account management
Experience owning or supporting customer renewals and retention in a B2B environment
Ability to manage multiple accounts, timelines, and workflows simultaneously
Comfortable working with technical stakeholders such as IT, security, or system administrators
Strong operational discipline, organization, and attention to detail
Clear, professional communicator who builds trust with customers and internal teams.

Account Manager

Key skills