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About the Role

Zip is seeking a Customer Success Manager to manage its growing customer base across all industries for commercial customers. This role offers the opportunity to work directly with engineering and product teams, engage with diverse stakeholders, and advise clients on transforming their B2B purchasing processes to drive value and efficiency. The ideal candidate enjoys building, creative problem-solving, and collaborating with a world-class team and clients.

Responsibilities

Define customer business outcomes and partner with customers to deliver them continuously.
Act as a trusted procurement advisor and thought partner, educating customers on Zip's platform and 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, focusing on adoption and loyalty.
Manage customer health using data-driven adoption metrics.
Partner closely with product and engineering to translate business needs into new solutions, managing customer expectations.
Train and empower customers to become product specialists and self-sufficient.
Partner with Sales to manage renewals and achieve target Net Revenue Retention (NRR).
Continuously improve Customer Success assets and processes.

Requirements

5+ years of relevant work experience in customer-facing customer success, account management, or strategic consulting.
B2B SaaS experience in a high-paced environment is a benefit.
Excellent interpersonal skills and ability to establish quick rapport and trust with customers.
Strong project management skills to manage a dynamic customer portfolio.
Creative problem solver with attention to detail.
Business process-oriented with the ability to think about workflow efficiency.
Proactive team player able to identify process gaps and willing to help wherever needed.

Skills

Procurement experience (procurement, sourcing, or vendor management)
Familiarity with procurement technologies (ERP, HRIS, CLM, GRC, JIRA, ServiceNow)
Payments software experience (invoicing, PO creation)
Experience working with CFOs, Controller, Accounts Payable / Accounts Receivable roles
SaaS workflow management tools (low code / no code configuration)

Location

Remote

Work Type

Full-time

Experience Level

5+ years of relevant work experience

Benefits

Start-up equity
Health, vision & dental coverage
Catered lunches & dinners
Commuter benefit
Team building events & happy hours
Flexible PTO
Apple equipment plus home office budget

About the Company

Zip is the AI platform for enterprise procurement, designed for collaboration between humans and agents.
The platform orchestrates procurement across teams, tools, and suppliers using AI agents to help companies innovate faster.
Trusted by enterprises like T-Mobile, OpenAI, AMD, Mars, and Dollar Tree, Zip has helped save over $8 billion and process over $500 billion in spend.
The Zip team comprises product leaders from Apple, Airbnb, and Meta, and former procurement leaders from major organizations.
Zip has raised $371 million, achieving a $2.2 billion valuation, and has received recognition from Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.

Equal Opportunity

We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong.