Customer Success Manager

ZipHQ, Inc.; New York (NY); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Start-up equity

Health, vision & dental coverage

Team building events

Flexible PTO

Apple equipment plus home office budget

Job summary

ZipHQ, Inc. is seeking a Customer Success Manager in New York, NY, responsible for managing a rapidly growing customer base across various industries. You’ll work directly with engineering and product teams while advising clients on transforming their B2B purchasing processes.

The ideal candidate has over 5 years of experience in customer success and is proficient in procurement technologies. The role offers a salary range of $100,000-$140,000 OTE and comprehensive benefits.

Qualifications

• 5+ years relevant work experience in customer success or account management.
• Background in procurement or familiarity with procurement technologies.
• Excellent interpersonal skills and trust-building with customers.

Responsibilities

• Define customer business outcomes and partner to deliver those outcomes.
• Act as a trusted procurement advisor to customers.
• Manage customer health based on data-driven metrics.

Skills

B2B SaaS experience

Interpersonal skills

Project management

Creative problem solving

Education

5+ years of customer success experience

MBA or experience in a consulting firm

Tools

ERP systems (Netsuite, Coupa)

Workflow management tools (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 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 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.

• 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 $100,000-$140,000 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.

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

• Team building events

• Flexible PTO

• Apple equipment plus home office budget

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.