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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, collectively saving over $8 billion and processing $500 billion in spend. Zip has raised $371 million at a $2.2 billion valuation and is backed by top-tier investors including Tiger Global, Y Combinator, and others.
As 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 to customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsaka, Databricks, and Miro.
Key responsibilities include:
- Drive procurement success and business outcomes for the largest customers on the Zip platform
- Act as a trusted advisor, educating customers on Zip's capabilities and procurement best practices
- Identify champions and build relationships across Procurement, Finance, Legal, IT/Security, and Compliance teams
- Maintain high customer engagement and satisfaction with focus on adoption and loyalty
- Manage customer health using data-driven adoption metrics and hedge account risks
- Partner with product and engineering to translate customer needs into solutions while managing expectations
- Train customers to become product specialists and self-sufficient
- Support renewals team to achieve gross revenue retention targets
- Oversee post-implementation technical health and provide hands-on support for product adoption and enablement
- Build and improve Customer Success processes and assets
This role requires working closely with sales, implementation, engineering, and product teams, as well as diverse customer stakeholders across multiple functions.
REQUIREMENTS:
- 8+ years of relevant work experience in customer-facing customer success, technical account management, or strategic consulting. B2B SaaS experience in fast-paced environments is beneficial.
- Prior SaaS implementation experience
- 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 for managing dynamic customer portfolios
- Creative problem-solving with attention to detail
- Business process orientation and ability to think about workflow efficiency
- Proactive team player who identifies process gaps and helps wherever needed
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
