Senior Customer Success Manager

Zip is a company focused on simplifying the procurement process for enterprises with its innovative platform. The Senior Customer Success Manager will manage a diverse portfolio of clients, driving customer success and engagement while collaborating with engineering and product teams to deliver optimal business outcomes.

Responsibilities:

• 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 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 NRR
• 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!

Requirements:

• 8+ years of relevant work experience working in customer-facing customer success, 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)
• Payments software experience (invoicing, PO creation) and background working with CFOs, Controller, Accounts Payable / Accounts Receivable roles
• Experience with SaaS workflow management tools (low code / no code configuration)
• Experience working in a top tier consulting firm or have an MBA