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About the Role
As a Senior Customer Success Manager, you will manage our rapidly growing enterprise customer base across all industries. You will work closely with sales, implementation, engineering, and product teams, advising customers on transforming their B2B purchasing processes to create immediate value and efficiency through product adoption and enablement.
Responsibilities
- Help customers drive procurement success on the Zip platform.
- Define customer business outcomes and partner 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 customer engagement and satisfaction, focusing on adoption and loyalty.
- Manage customer health and mitigate account risks using data-driven adoption metrics.
- Partner 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 the renewals team to achieve target GRR.
- Continuously improve Customer Success assets and processes.
Requirements
- 8+ years of relevant work experience in customer-facing customer success, technical account management, or strategic consulting.
- B2B SaaS experience in a high-paced environment is a benefit.
- 1+ year in an implementation role (e.g., Solutions Consultant, Implementation Manager).
- Procurement experience (procurement, sourcing, or vendor management background).
- Familiarity with procurement technologies (ERP, HRIS, CLM, GRC, JIRA, ServiceNow workflow management tools).
- Excellent interpersonal skills to establish rapport and trust with customers.
- Strong project management skills to manage a dynamic customer portfolio.
- Creative problem-solving skills with attention to detail.
- Business process-oriented with an ability to think about workflow efficiency.
- Proactive team player able to identify process gaps and assist wherever needed.
Skills
- Procurement
- B2B SaaS
- Customer Success
- Technical Account Management
- Strategic Consulting
- Project Management
- Problem Solving
- Interpersonal Skills
Location
- San Francisco (for catered lunches & dinners)
Work Type
- Full-time
Experience Level
- Senior
- 8+ years relevant work experience
- 1+ year implementation experience
Education Level
- MBA (Nice to Have)
Salary/Compensations
- $160,000 - $190,000 OTE
Benefits
- Start-up equity
- Full health, vision & dental coverage
- Catered lunches & dinners for SF employees
- Commuter benefit
- Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
- 401k plan
About the Company
- Zip is the AI platform for enterprise procurement, designed for collaboration between humans and agents.
- Zip 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 saved over $8 billion and processed 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, with a recent valuation of $2.2 billion, and has received recognition from Forbes Fintech 50, Fast Company, Inc., and LinkedIn.
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.