Senior Customer Success Manager - Technical Account Manager

Zip

About The Position

Zip is hiring a Senior Customer Success Manager, equivalent to a technical account manager, to manage its growing enterprise customer base across industries. The role works closely with sales, implementation, engineering, product, and customer stakeholders to help enterprises transform B2B purchasing through product adoption and enablement. The successful candidate will serve as a product expert and procurement advisor, deliver customer business outcomes, and support post-implementation technical health. This is an opportunity to join an early-stage company and help build and improve its customer success practices.

Requirements

At least 8 years of relevant experience in customer-facing customer success, technical account management, or strategic consulting.
Prior SaaS implementation experience.
Excellent interpersonal skills and the ability to establish rapport and trust quickly with customers.
Strong project management skills to manage a dynamic customer portfolio.
Creative problem-solving skills and attention to detail.
Business-process orientation and ability to think about workflow efficiency, including diagrams and conditional logic.
Proactive team-player approach, ability to identify process gaps, and willingness to help wherever needed.

Nice To Haves

B2B SaaS experience in a fast-paced environment.
Procurement, sourcing, or vendor management experience and familiarity with procurement technologies such as ERP (e.g., NetSuite, Coupa), HRIS (e.g., Workday), CLM, GRC, Jira, or ServiceNow workflow management tools.
Payments software experience, including invoicing or purchase order creation, and experience working with CFOs, controllers, or Accounts Payable/Accounts Receivable teams.
Experience with SaaS workflow management tools and low-code/no-code configuration.
Experience at a top-tier consulting firm or an MBA.

Responsibilities

Help the largest customers achieve procurement success on the Zip platform.
Define customer business outcomes and partner with customers to deliver those outcomes continuously.
Advise customers on procurement and educate and enable them on Zip’s platform and procurement best practices.
Identify customer champions and build relationships across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance.
Maintain customer engagement and satisfaction, with a focus on product adoption and loyalty.
Monitor customer health and mitigate account risks using adoption metrics.
Partner with product and engineering to translate business needs into customer solutions and manage expectations.
Train customers to become product specialists and increasingly self-sufficient.
Partner with the renewals team to achieve target GRR.
Manage post-implementation technical health and provide hands-on support for product adoption and enablement.
Continuously improve Customer Success assets and processes.