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Zip is an AI-powered enterprise procurement platform that helps companies orchestrate purchasing across teams, tools, and suppliers. The platform is trusted by major enterprises including T-Mobile, OpenAI, AMD, Mars, and Dollar Tree, and has processed over $500 billion in spend while helping customers save over $8 billion.
As a Senior Customer Success Manager / Technical Account Manager, you will manage a portfolio of customers across all segments—from Growth to Enterprise—and serve as a trusted advisor on B2B procurement transformation. You'll work directly with engineering and product teams while engaging with diverse customer stakeholders across procurement, finance, legal, IT/security, and compliance functions.
Key responsibilities include:
- Define and deliver customer business outcomes on a continuous basis
- Act as a procurement advisor and thought partner, educating customers on platform capabilities and procurement best practices
- Identify champions and build relationships with key stakeholders across multiple departments
- Maintain high customer engagement and satisfaction with focus on adoption and loyalty
- Monitor customer health using data-driven adoption metrics
- Partner with product and engineering to translate customer needs into solutions while managing expectations
- Train customers to become product specialists and self-sufficient
- Collaborate with Sales on renewals to achieve target NRR
- Improve Customer Success processes and assets—this is an early-stage company where building and elevating processes is valued
You'll gain exposure to diverse industries and company types, working with customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, and Miro.
QUALIFICATIONS:
- 8+ years of relevant work experience in customer-facing customer success, account management, or strategic consulting (B2B SaaS in high-paced environments is a plus)
- 1+ year in an implementation role (Solutions Consultant, Implementation Manager, etc.)
- Procurement experience (procurement, sourcing, or vendor management background) and/or familiarity with procurement technologies such as ERP (NetSuite, Coupa), HRIS (Workday), CLM, GRC, JIRA, ServiceNow, or workflow management tools
- Excellent interpersonal skills with ability to establish quick rapport and trust
- Strong project management skills for managing a dynamic customer portfolio
- Creative problem-solving with attention to detail
- Business process orientation and ability to think about workflow efficiency (diagrams, conditional logic, etc.)
- Proactive team player who identifies process gaps and helps wherever needed
Nice to haves: SaaS workflow management tools experience (low-code/no-code), procurement/legal/financial/IT systems background, top-tier consulting firm experience, or MBA.
