Senior Customer Success Manager - Technical Account Management

Zip is the AI platform for enterprise procurement. We're looking for a Senior Customer Success Manager (equivalent to a Technical Account Manager) to manage a rapidly growing customer base across all industries and customer segments, from Growth to Enterprise customers. The role involves working directly with engineering and product, advising customers on how to transform the way they manage B2B purchasing, and managing a portfolio of clients to drive customer success. The salary range is $145,000-$180,000 CAD OTE, determined by job-related factors such as location, experience, education, or particular skills. This posting is for a current vacancy.

Responsibilities

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 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 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 self-sufficient product specialists; Partner with Sales to manage renewals to achieve target NRR; Continuously improve Customer Success assets and processes

Requirements

8+ years relevant work experience in customer-facing customer success, 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) and/or familiarity with procurement technologies such as ERP (Netsuite, Coupa, etc.), HRIS (Workday, etc.), CLM, GRC, JIRA, ServiceNow; 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

Experience with SaaS workflow management tools (low code / no code configuration); Procurement, legal, financial, or IT systems background (fluency or exposure); Experience working in a top tier consulting firm or having an MBA

Benefits

Start-up equity; Health, vision & dental coverage options; Catered breakfast, lunch, & dinner; Flexible PTO; ClassPass membership; Monthly commuter benefit; Team building events & happy hours; Home office stipend; Phone/internet reimbursement; Hybrid model + 5 flexible remote days per quarter; Paid parental leave; Employee Assistance Program (EAP); Unlimited AI token usage