Customer Success Manager - Technical Account Management
AI summary of the role
Zip is hiring a Customer Success Manager to manage a portfolio of commercial customers, driving adoption, satisfaction, and renewals.
What you’ll do
- Define customer business outcomes and partner with customers to deliver those outcomes on a continuous basis.
- Act as a trusted procurement advisor to educate and enable customers on Zip’s platform and procurement best practices.
- Identify champions and build relationships with key stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance.
- Manage customer health based on data-driven adoption metrics and maintain high engagement and satisfaction.
What you’ll bring
- 5+ years relevant work experience in customer-facing customer success, account management, or strategic consulting.
- B2B SaaS experience in a high-paced environment.
- Procurement experience or familiarity with procurement technologies such as ERP (Netsuite, Coupa), HRIS (Workday), CLM, GRC, JIRA, ServiceNow.
- Excellent interpersonal skills and ability to establish quick rapport and trust with customers.
Technologies
Netsuite · Coupa · Workday · CLM · GRC · JIRA · ServiceNow · SaaS workflow management · low code / no code
About Zip
AI-native procurement orchestration platform that helps enterprises manage intake, approvals, sourcing, payments, and supplier risk across existing finance and ERP systems.
Series D · 500–1000 people
Source and classification
Customer adoption & accounts · Evidence for this classification:
Business, and LinkedIn Top Startups. Your Role We’re looking for a Customer Success Manager to manage our rapidly growing customer base across all industries for commercial customers. As a CSM, you’ll be able to work directly with engineering and product while also working with a variety of stakeholders as customers. As every business can benefit from our platform, you’ll also get exposure to different types of companies and industries. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees. You will manage a portfolio of clients across all types of clients and be responsible for driving customer success. This role is ideal for you if you enjoy building, creative problem solving, and want to work with a world class team and customers such as Coinbase, Snowflake, Toast, Northwestern
More from the job description
About Zip Zip is the AI platform for enterprise procurement — built for humans and agents working together. By orchestrating procurement across teams, tools, and suppliers with the help of AI agents, companies can secure the resources they need to innovate faster than ever before. The world’s most influential enterprises trust Zip, including T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more. Together they’ve saved over $8 billion and processed over $500 billion in spend. Zip’s team includes product leaders from Apple, Airbnb, and Meta, as well as former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA. Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million, most recently at a $2.2 billion valuation and has been recognized by Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups. Your Role We’re looking for a Customer Success Manager to manage our rapidly growing customer base across all industries for commercial customers. As a CSM, you’ll be able to work directly with engineering and product while also working with a variety of stakeholders as customers. As every business can benefit from our platform, you’ll also get exposure to different types of companies and industries. You will advise customers on how to transform the way they m [... source excerpt omitted ...] ng across their business, creating immediate value and efficiency for employees. You will manage a portfolio of clients across all types of clients and be responsible for driving customer success. This role is ideal for you if you enjoy building, 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. You Will 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 plat [... source excerpt omitted ...] 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 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 Sales to manage renewals to achieve target NRR. Contin
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