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Zip · 1 day ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$130K/yr - $160K/yr

8+ years exp

Zip is a company focused on simplifying the procurement process for businesses through its innovative platform. The Senior Customer Success Manager will manage a diverse customer portfolio, driving success and value for clients by acting as a trusted advisor and ensuring high levels of customer engagement and satisfaction.

ComplianceEnterprise Resource Planning (ERP)FinanceInformation TechnologyProcurementSoftware

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

Qualification

Customer Success ManagementProcurement ExperienceB2B SaaS ExperienceWorkflow EfficiencyProject ManagementInterpersonal SkillsCreative Problem SolvingPayments Software ExperienceSaaS Workflow ToolsConsulting Experience

Required

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)