Senior Customer Success Manager - Technical Account Management

ZipHQ, Inc.; Toronto; Hybrid; CAD 145,000 - 180,000; Full time

Benefits offered by this job

Start-up equity

Health coverage options

Catered meals

Flexible PTO

ClassPass membership

Monthly commuter benefit

Team building events

Home office stipend

Phone/internet reimbursement

Paid parental leave

Employee Assistance Program

Unlimited AI token usage

Job summary

ZipHQ, Inc. seeks a Senior Customer Success Manager to oversee its growing customer base. You will collaborate with customers across various industries to enhance their B2B purchasing processes, ensuring success and satisfaction.

The role offers significant exposure to clients like Coinbase and Notion, and will engage you in defining business outcomes and educating clients on best practices. This position is perfect for a proactive problem-solver eager to build relationships and improve

Qualifications

• 8+ years of experience in customer success, account management, or consulting.
• 1+ year in an implementation role.
• Procurement experience or familiarity with procurement technologies.
• Ability to establish quick rapport and trust with customers.
• Strong project management skills.
• Attention to detail and creative problem-solving capabilities.

Responsibilities

• Define customer outcomes and partner with customers to deliver them.
• Act as a trusted advisor and educate customers on Zip’s platform.
• Identify champions and build relationships with stakeholders.
• Maintain high levels of customer engagement and satisfaction.
• Manage customer health based on data-driven metrics.
• Translate business needs into new solutions and manage expectations.
• Train customers to be product specialists.

Skills

Customer-facing experience

B2B SaaS experience

Interpersonal skills

Project management

Creative problem solving

Business process orientation

Team player

Education

Bachelor's degree or equivalent

Tools

ERP (Netsuite, Coupa)

HRIS (Workday)

JIRA

ServiceNow

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 Senior Customer Success Manager (equivalent to a Technical Account Manager) to manage our rapidly growing customer base across all industries and customer segments from Growth to Enterprise 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

• 8+ years relevant work experience working in customer-facing customer success, account management or strategic consulting organisation. B2B SaaS experience in a high-paced environment is a benefit

• 1+ year in an implementation role, such as Solutions Consultant, Implementation Manager, etc

• Procurement experience (procurement, sourcing, or vendor management background) and / or 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 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

• 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 have an MBA

The salary range for this role is $145,000-$180,000 CAD OTE. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise. This posting is for a current vacancy.

As part of our hiring process, Zip uses AI-enabled tools to assist in screening and assessing candidates, including resume review and interview documentation. All hiring decisions are made by people.

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 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

We're looking to hire Zippers 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!