Zip

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Senior Customer Success Manager - Technical Account Management

Hybrid

Part remote, part office, you need to live within commuting distance of a named location.

Hybrid · Toronto

Employer listed it 5 weeks ago · Added 5 weeks ago

Been open since 5 weeks ago, still being checked, but it has been live a while.

Salary

$145,000 to $180,000 total target

Location

Hybrid · Toronto

Timezone

Not stated

Contract

Full-time

Experience

Senior

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: 🏠 Hybrid model + 5 flexible remote days per quarter
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: Together they’ve saved over $8 billion and processed over $500 billion in spend.

Remote flexibility

Hybrid

This role is only partly remote, the employer expects time in the office around Toronto, Hybrid, so you need to live within commuting distance.

What the employer says

Source listing states candidate location: "Toronto, Hybrid"
Listing mentions "Hybrid"

What Nomaders makes of it

Not suitable if you plan to move between countries

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Questions worth asking: Nomaders interpretation

This role involves office time, but the advert does not say how often. Ask how many days a week are expected on site.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

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 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. 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.

You Will

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!

Qualifications

8+ 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

1+ year in an implementation role, such as Solutions Consultant, Implementation Manager, etc

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)

Requirements

·8+ 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
·1+ year in an implementation role, such as Solutions Consultant, Implementation Manager, etc
·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

Benefits

·At Zip, we’re committed to providing our employees with everything they need to do their best work.
·📈 Start-up equity
·🦷 Health, vision & dental coverage options
·🍽️ Catered breakfast, lunch, & dinner
·🏋️‍♀️ ClassPass membership

How to apply

1Check the flexibility label above, hybrid, matches where you plan to live and work.
2Tailor your CV to the role at Zip, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 1mo ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.

$145,000 to $180,000 total target · You'll be taken to the employer's careers page.