Senior Customer Success Manager - Technical Account Management

Zip; Toronto; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Startup equity

Health coverage

Vision coverage

Dental coverage

Commuter benefit

Team building events

Happy hours

Flexible PTO

Home office budget

Apple equipment

Job summary

Zip is seeking a Senior Customer Success Manager to manage a diverse and rapidly growing customer base across Growth to Enterprise. You’ll collaborate with engineering and product while working with stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy teams.

You will guide customers on transforming B2B purchasing, drive adoption, renewals, and revenue retention. Join a world-class team and help customers like Coinbase, Snowflake, Notion, Canva, Miro, and Databricks.

Qualifications

• 8+ years in customer-facing customer success, account management or strategic consulting.

Responsibilities

• Define customer outcomes and partner with customers to deliver outcomes continuously.
• Act as a trusted procurement advisor to educate customers on Zip’s platform and best practices.
• Identify champions and build relationships with key 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 using data-driven adoption metrics.
• Partner with product and engineering to translate business needs into new solutions while managing expectations.
• Train customers to become self-sufficient product experts.
• Partner with Sales to manage renewals to achieve target NRR.
• Continuously improve Customer Success assets and processes.

Skills

Customer success

Account management

Strategic consulting

Relationship building

Project management

Problem solving

Workflow optimization

Team collaboration

Tools

Netsuite

Coupa

Workday

JIRA

ServiceNow

CLM

GRC

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.

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

Perks & Benefits

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

• Start-up equity
• Full health, vision & dental coverage
• Commuter benefit
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget

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!