Senior Customer Success Manager - Technical Account Manager

OpenKrill; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Start-up equity

Team building events & happy hours

Flexible PTO

Apple equipment plus home office budge

Job summary

Zip is hiring a Senior Customer Success Manager to lead engagement with our enterprise customer base and drive value through the platform.

You will collaborate with sales, implementation, engineering, and product to transform how customers manage B2B purchasing, delivering measurable adoption and efficiency gains across their teams.

Qualifications

• 8+ years of customer-facing success, TAM or strategic consulting in B2B SaaS.
• Prior SaaS implementation experience.
• Procurement domain familiarity with ERP/HRIS/CLM/GRC tools.
• Strong interpersonal and project management skills.
• Ability to map business processes and drive adoption.

Responsibilities

• Help largest customers drive procurement success on Zip platform.
• Define customer outcomes and partner to deliver them continuously.
• Act as trusted procurement advisor to educate and enable customers on Zip best practices.
• Identify champions and build relationships with procurement, finance, legal, IT/security, and privacy teams.
• Maintain high customer engagement and satisfaction focusing on adoption and loyalty.
• Manage customer health and hedge account risks using data-driven metrics.
• Collaborate with product and engineering to translate needs into new solutions.
• Train customers to become self-sufficient product experts.
• Partner with renewals to achieve GRR targets.

Skills

Customer success

Technical account management

Strategic consulting

SaaS

Tools

Netsuite

Coupa

Workday

CLM

GRC

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 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.
• Responsible for post implementation technical health of the client and perform hands on support in product adoption, and enablement.
• 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.
• Prior SaaS implementation experience
• 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.

PERKS & BENEFITS

• Start-up equity
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget

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

We're looking to hire Zipsters 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!