Senior Customer Success Manager - Technical Account Management

Zip is the AI platform for enterprise procurement, built for humans and agents working together. The Senior Customer Success Manager (equivalent to a Technical Account Manager) will manage Zip's rapidly growing enterprise customer base across all industries, advising customers on how to transform the way they manage B2B purchasing and creating immediate value and efficiency through product adoption and enablement. The role works closely with sales, implementation, engineering and product. The salary range for this role is $160,000 - $190,000 OTE, determined based on job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Responsibilities

Help the largest customers drive procurement success on the Zip platform; Define customer business outcomes and partner with customers to deliver those outcomes on a continuous basis; Act as a trusted procurement advisor and thought partner to continuously educate and enable 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 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 into new solutions for customers while managing customer expectations; Train and empower customers to become product specialists and increasingly self-sufficient; Partner with the renewals team to achieve target GRR; Continuously improve Customer Success assets and processes

Requirements

8+ years of relevant work experience in customer-facing customer success, technical account management or strategic consulting; 1+ year in an implementation role, such as Solutions Consultant or Implementation Manager; Procurement experience (procurement, sourcing, or vendor management background); 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 able to think about workflow efficiency; Proactive team player able to identify process gaps and willing to help wherever needed

Nice to have

Payments software experience (invoicing, PO creation) and background working with CFOs, Controllers, 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 having an MBA

Benefits

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