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About the Role

As a Senior Customer Success Manager (equivalent to a Technical Account Manager), you will manage our rapidly growing customer base across all industries and customer segments. You will advise customers on transforming their B2B purchasing processes, creating immediate value and efficiency. This role offers the opportunity to work directly with engineering and product teams, and to gain exposure to diverse companies and industries.

Responsibilities

Define customer business outcomes and partner with customers to deliver them continuously.
Act as a trusted procurement advisor, 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 based on 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 NRR.
Continuously improve Customer Success assets and processes.

Requirements

8+ 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.
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 to establish quick rapport and trust with customers.
Strong project management skills to manage a dynamic customer portfolio.
Creative problem solver, attentive to details.
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

Customer Success
Account Management
Strategic Consulting
B2B SaaS
Procurement
Vendor Management
ERP
HRIS
CLM
GRC
JIRA
ServiceNow
Project Management
Workflow Efficiency
SaaS workflow management tools
Low code / no code configuration

Location

Remote

Work Type

Full-time

Experience Level

Senior
8+ years relevant work experience

Education Level

MBA (Nice to Have)

Benefits

Start-up equity
Full health, vision & dental coverage
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, built for humans and agents working together.
Zip orchestrates procurement across teams, tools, and suppliers with AI agents, enabling companies to innovate faster.
Trusted by enterprises like T-Mobile, OpenAI, AMD, Mars, and Dollar Tree, saving over $8 billion and processing over $500 billion in spend.
Team includes product leaders from Apple, Airbnb, and Meta, and procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA.
Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million at a $2.2 billion valuation.
Recognized by 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.