Senior Customer Success Manager

Senior Customer Success Manager

We're looking for a Senior Customer Success Manager (equivalent to a technical account manager) to manage our rapidly growing enterprise customer base across all industries. As a Sr. CSM, you'll work closely with sales, implementation, engineering and product while also working with a variety of customer stakeholders. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees through product adoption and enablement.

This role is ideal for you if you enjoy being a product expert, creative problem solving, and want to work with a world-class team and customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, Miro, and many more.

Help our largest customers drive procurement success on the Zip platform.

Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.

Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip's platform and procurement best practices.

Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT / Security, and Privacy / Compliance teams.

Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty.

Manage customer health and hedge account risks based on data-driven adoption metrics.

Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.

Train and empower customers to be product specialists to become increasingly self-sufficient for their organization.

Partner with the renewals team to achieve target GRR.

Continuously improve Customer Success assets and processes. We're an early-stage company, we want people who are excited to build and motivated to up-level the status quo!

8+ years of relevant work experience working in customer-facing customer success, technical account management or strategic consulting organization. B2B SaaS experience in a high-paced environment is a benefit.

Procurement experience (procurement, sourcing, or vendor management background) and familiarity with procurement technologies such as ERP (Netsuite, Coupa, etc.), HRIS (Workday etc.), CLM, GRC, JIRA, ServiceNow workflow management tools.

Excellent interpersonal skills and ability to establish quick rapport and trust with customers.

Strong project management skills to manage a dynamic customer portfolio.

Creative problem solver while being attentive to details.

Business process-oriented and ability to think about workflow efficiency (e.g. diagrams, conditionally based logic, etc.).

Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality).

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

We're looking to hire Zippers and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. 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. We look forward to hearing from you!