Customer Success Manager, Zip

• This role is ideal for you if you enjoy building, 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
• 5+ years relevant work experience working in customer-facing customer success, account management or strategic consulting organisation. B2B SaaS experience in a high-paced environment is a benefit
• Procurement experience (procurement, sourcing, or vendor management background) and / or 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 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)

Desirable

• We’re looking for a Customer Success Manager to manage our rapidly growing customer base across all industries and customer segments from Growth to Enterprise customers
• As a CSM, you’ll be able to work directly with engineering and product while also working with a variety of stakeholders as customers
• As every business can benefit from our platform, you’ll also get exposure to different types of companies and industries
• You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees
• You will manage a portfolio of clients across all types of clients and be responsible for driving customer success
• 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 Sales to manage renewals 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!