Senior Customer Success Manager – Technical Account Manager

• Manage Zip’s rapidly growing enterprise customer base across industries
• Help largest customers drive procurement success on the Zip platform
• Define customer business outcomes and continuously partner with customers to deliver them
• Advise customers on procurement and educate and enable them on Zip’s platform and procurement best practices
• Identify champions and build relationships with stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance
• Maintain customer engagement and satisfaction with focus on adoption and loyalty
• Manage customer health and mitigate account risks using data-driven adoption metrics
• Partner with Product and Engineering to translate customer business needs into solutions while managing expectations
• Train and empower customers to become product specialists and increasingly self-sufficient
• Partner with the Renewals team to achieve target GRR
• Own post-implementation technical health and provide hands-on support for product adoption and enablement
• Continuously improve Customer Success assets and processes

• 8+ years of relevant work experience in customer-facing customer success, technical account management, or strategic consulting
• B2B SaaS experience in a high-paced environment is a benefit
• Prior SaaS implementation experience
• Procurement, sourcing, or vendor management background
• Familiarity with procurement technologies such as ERP (Netsuite, Coupa, etc.), HRIS (Workday, etc.), CLM, GRC, JIRA, and ServiceNow workflow management tools
• Excellent interpersonal skills and ability to establish quick rapport and trust with customers
• Strong project management skills
• Creative problem-solving and attention to detail
• Business process orientation and ability to think about workflow efficiency, including diagrams and conditionally based logic
• Proactive team-player mindset and willingness to identify process gaps and help wherever needed
• Payments software experience and experience working with CFOs, Controllers, Accounts Payable, or Accounts Receivable roles are nice to have
• Experience with SaaS workflow management tools and low-code/no-code configuration is nice to have
• Experience in a top-tier consulting firm or an MBA is nice to have

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