Senior Customer Success Manager - Technical Account Management

ZipHQ, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

Start-up equity

Health, vision & dental coverage

Catered lunches & dinners for SF

Commuter benefit

Team building events & happy hours

Flexible PTO

Apple equipment plus home office预算

401k plan

Job summary

ZipHQ, Inc. is seeking a Senior Customer Success Manager (equivalent to a Technical Account Manager) to lead our enterprise customer base across industries in the SF area. You will collaborate with sales, implementation, engineering, and product to drive value through adoption and enablement.

You will partner with customers like Coinbase, Snowflake, and Databricks, advising on procurement best practices and driving measurable outcomes, with a focus on customer health and successful renewals.

Qualifications

• 8+ years in customer-facing roles (CSM, TACM, or consulting) in B2B SaaS.
• 1+ year in an implementation role (Solutions Consultant, Implementation Manager, etc).
• Procurement experience with ERP/CLM/GRC tools.
• Excellent interpersonal and relationship-building skills.
• Strong project management and organizational abilities.
• Creative problem solver with attention to detail.
• Business-process minded with workflow optimization.

Responsibilities

• Help our largest customers drive procurement success on the Zip platform.
• Define customer business outcomes and partner to deliver them continuously.
• Act as trusted procurement advisor and educate customers on Zip’s platform.
• Identify champions and build relationships with Procurement, Finance, Legal, IT/Security, and Privacy/Compliance.
• Maintain high customer engagement and adoption, focusing on loyalty.
• Manage customer health and hedge risks using adoption metrics.
• Translate business needs into new solutions with product/engineering.
• Train customers to be self-sufficient product experts.
• Support renewals to achieve target GRR.
• Contribute to improving CS assets and processes as an early-stage team.

Skills

Customer success

Technical account management

B2B SaaS

Implementation

Procurement

ERP

HRIS

JIRA

ServiceNow

Relationship building

Project management

Problem solving

Process improvement

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.
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 enterprise customer base across all industries. As a Sr. CSM, you’ll work closely with sales, implementation, engineering and product while also working with a variety of customer stakeholders. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees through product adoption and enablement.

This role is ideal for you if you enjoy being a product expert, 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

• Help our largest customers drive procurement success on the Zip platform.

• 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 and hedge account risks 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 the renewals team to achieve target GRR.

• 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 of relevant work experience working in customer-facing customer success, technical account management or strategic consulting organization. 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 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 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

• 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).

• Experience working in a top tier consulting firm or have an MBA.

The salary range for this role is $160,000 - $190,000 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

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!