Customer Success Manager

ZipHQ, Inc.; San Francisco (CA); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Start-up equity

Full health, vision & dental coverage

Catered lunches & dinners for SF employees

Commuter benefit

Team building events & happy hours

Flexible PTO

Apple equipment plus home office budget

401k plan

Job summary

ZipHQ, Inc. is seeking a Customer Success Manager to enhance customer engagement and drive success for various commercial clients. This role involves collaborating with customers across industries, advising on procurement strategies, and ensuring high satisfaction levels.

The ideal candidate should have over 5 years of experience in customer success, excellent interpersonal skills, and strong project management abilities. The position comes with a competitive salary and extensive perks including health benefits and catered meals.

Qualifications

• 5+ years of relevant work experience in customer success or account management.
• Excellent interpersonal skills and ability to build rapport with customers.
• Strong project management capabilities for handling a dynamic customer portfolio.

Responsibilities

• Define customer business outcomes and partner to deliver them continually.
• Act as a trusted advisor and educate customers on Zip's platform.
• Maintain high engagement levels with a focus on adoption and loyalty.

Skills

Customer-facing experience

Project management skills

Creative problem solver

Interpersonal skills

Business process-oriented

Tools

Procurement technologies (e.g., Netsuite, Coupa)

SaaS workflow management tools

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 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).

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
• Full health, vision & dental coverage
• Catered lunches & dinners for SF employees
• Commuter benefit
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget
• 401k plan