Your RoleWe're looking for a
Senior Customer Success Manager (equivalent to a Technical Account Manager) to manage our rapidly growing customer base across all industries and customer segments from Growth to Enterprise customers. As a CSM, you'll be able to work directly with engineering and product while also working with a variety of stakeholders as customers. As every business can benefit from our platform, you'll also get exposure to different types of companies and industries. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees.
You will manage a portfolio of clients across all types of clients and be responsible for driving customer success. This role is ideal for you if you enjoy building, creative problem solving, and want to work with a world class team and customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, Miro, and many more.
You Will- Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.
- Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip's platform and procurement best practices.
- Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.
- Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty.
- Manage customer health based on data-driven adoption metrics.
- Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.
- Train and empower customers to be product specialists to become increasingly self-sufficient for their organization.
- Partner with Sales to manage renewals to achieve target NRR.
- Continuously improve Customer Success assets and processes. We're an early stage company, we want people who are excited to build and motivated to up-level the status quo!
Qualifications- 8+ years relevant work experience working in customer-facing customer success, account management or strategic consulting organisation. B2B SaaS experience in a high-paced environment is a benefit
- 1+ year in an implementation role, such as Solutions Consultant, Implementation Manager, etc
- Procurement experience (procurement, sourcing, or vendor management background) and / or familiarity with procurement technologies such as ERP (Netsuite, Coupa, etc.), HRIS (Workday etc.), CLM, GRC, JIRA, ServiceNow workflow management tools
- Excellent interpersonal skills and ability establish quick rapport and trust with customers
- Strong project management skills to manage a dynamic customer portfolio.
- Creative problem solver while being attentive to details
- Business process-oriented and ability to think about workflow efficiency (e.g. diagrams, conditionally based logic, etc.)
- Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality)
Nice to Haves- Experience with SaaS workflow management tools (low code / no code configuration)
- Procurement, legal, financial, or IT systems background (fluency or exposure)
- Experience working in a top tier consulting firm or have an MBA
Perks & BenefitsAt Zip, we're committed to providing our employees with everything they need to do their best work.
- Start-up equity
- 🦷 Full health, vision & dental coverage
- 🚍 Commuter benefit
- 🚠 Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
