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Salary: USD 160,000 - 190,000 / annual
Zip is an AI-powered enterprise procurement platform that helps companies orchestrate purchasing across teams, tools, and suppliers. The company has raised $371M at a $2.2B valuation and counts T-Mobile, OpenAI, AMD, Mars, and Dollar Tree among its customers.
As Senior Customer Success Manager, you will manage a portfolio of enterprise clients and drive their success on the Zip platform. You'll work directly with engineering and product teams while serving as a trusted advisor to customers across procurement, finance, legal, IT, and compliance functions.
Key responsibilities include:
- Managing customer health and adoption metrics for a diverse client base
- Defining and delivering customer business outcomes in procurement transformation
- Acting as a thought partner on procurement best practices and Zip platform capabilities
- Building relationships with key stakeholders across customer organizations
- Training customers to become self-sufficient product specialists
- Partnering with product/engineering to translate customer needs into solutions
- Collaborating with renewals team to achieve net revenue retention targets
- Improving customer success processes and assets
You'll work with high-caliber customers including Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, and Miro.
REQUIREMENTS:
- 8+ years of customer-facing experience in customer success, account management, or strategic consulting (B2B SaaS in fast-paced environment preferred)
- 1+ year in implementation role (Solutions Consultant, Implementation Manager, etc.)
- Procurement domain experience (procurement, sourcing, vendor management) and familiarity with procurement technologies (ERP systems like Netsuite/Coupa, HRIS like Workday, CLM, GRC, JIRA, ServiceNow)
- Excellent interpersonal skills and ability to build quick rapport and trust
- Strong project management skills for dynamic portfolio management
- Creative problem-solving with attention to detail
- Business process orientation and workflow efficiency thinking
- Proactive team player who identifies process gaps and helps across company/team/self
NICE TO HAVES:
- Payments software experience (invoicing, PO creation) and CFO/Controller/AP-AR background
- SaaS workflow management tools experience (low-code/no-code)
- Top-tier consulting firm experience or MBA
