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Salary: USD 160,000 - 190,000 / annual
Zip is an AI-powered enterprise procurement platform trusted by leading companies including T-Mobile, OpenAI, AMD, Mars, and Dollar Tree. The platform orchestrates procurement across teams, tools, and suppliers using AI agents, helping enterprises secure resources faster and more efficiently. Zip has processed over $500 billion in spend and helped customers save over $8 billion.
As a Senior Customer Success Manager / Technical Account Manager, you will manage Zip's rapidly growing enterprise customer base across all industries. You'll serve as a trusted procurement advisor and thought partner, working closely with sales, implementation, engineering, and product teams. Your primary focus will be driving customer adoption, enabling procurement transformation, and ensuring long-term customer success and retention.
Key responsibilities include:
- Partner with the largest customers to drive procurement success and define measurable business outcomes
- Act as a trusted advisor on Zip's platform and procurement best practices
- Identify and build relationships with key stakeholders across Procurement, Finance, Legal, IT/Security, and Compliance teams
- Maintain high customer engagement and satisfaction through proactive adoption and loyalty initiatives
- Monitor customer health using data-driven adoption metrics and manage account risks
- Translate customer business needs into product requirements, working closely with engineering and product teams
- Train customers to become product specialists and self-sufficient within their organizations
- Partner with renewals team to achieve gross revenue retention targets
- Continuously improve Customer Success processes and assets
This role is ideal if you enjoy being a product expert, creative problem-solving, and working with world-class customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, and Miro.
REQUIREMENTS:
- 8+ years of relevant work experience in customer-facing customer success, technical account management, or strategic consulting (B2B SaaS in high-paced environments preferred)
- 1+ year in an implementation role (Solutions Consultant, Implementation Manager, or similar)
- Procurement experience (procurement, sourcing, or vendor management background) and familiarity with procurement technologies such as ERP systems (NetSuite, Coupa), HRIS (Workday), CLM, GRC, JIRA, ServiceNow, and workflow management tools
- Excellent interpersonal skills with ability to establish quick rapport and trust
- Strong project management skills to manage a dynamic customer portfolio
- Creative problem-solving ability with attention to detail
- Business process orientation and ability to think about workflow efficiency
- Proactive team player who identifies process gaps and helps across company, team, and individual needs
NICE TO HAVES:
- Payments software experience (invoicing, PO creation) and background working with CFOs, Controllers, Accounts Payable/Receivable roles
- Experience with SaaS workflow management tools (low-code/no-code configuration)
- Experience at top-tier consulting firms or MBA
