Customer Success Manager

Zip; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A rapidly growing procurement platform is seeking a Customer Success Manager to manage a diverse client portfolio. The ideal candidate has over 5 years in customer-facing roles in B2B SaaS and excellent interpersonal skills. Responsibilities include defining business outcomes, educating clients, and partnering with product and engineering teams. This role offers dynamic engagement with leading companies and fosters creative problem-solving in a collaborative environment.

Benefits

Start-up equity

Health, vision & dental coverage

Catered lunches & dinners

Commuter benefit

Team building events

Flexible PTO

Apple equipment plus home office budget

Qualifications

• 5+ years of experience in customer-facing roles.
• B2B SaaS experience preferred.
• Ability to build rapport quickly with customers.

Responsibilities

• Define customer business outcomes and partner with clients.
• Act as a trusted partner and educator on the platform.
• Manage customer health with data-driven metrics.
• Partner with product and engineering teams.

Skills

Interpersonal skills

Project management

Creative problem solving

Business process orientation

Team player

Tools

ERP systems

HRIS systems

SaaS workflow management tools

Job description

The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses.

Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.

We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!

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 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 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 Sales to manage renewals 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!

Qualifications

• 5+ 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.

• 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).

Nice to Haves

• 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.

• 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).

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• Start-up equity

• Health, vision & dental coverage

• ️ Catered lunches & dinners

• Commuter benefit

• Team building events & happy hours

• Flexible PTO

• Apple equipment plus home office budget

We're looking to hire Zipsters 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!