Note: The job is a remote job and is open to candidates in USA. Zip is a company focused on simplifying the procurement process for enterprises with its innovative platform. The Senior Customer Success Manager will manage a diverse portfolio of clients, driving customer success and engagement while collaborating with engineering and product teams to deliver optimal business outcomes.
Responsibilities
- 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 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 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!
Skills
- 8+ 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
- 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)
- 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
Benefits
- Start-up equity
- Full health, vision & dental coverage
- Team building events
- Flexible PTO
- Apple equipment plus home office budget
- 401k plan
Company Overview
Zip is an intake and procurement orchestration platform that enables users to initiate purchase requests across the enterprise. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://www.ziphq.com.