Customer Success Manager - Remote

Overview

The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses.

Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.

We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!

In Short

• 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.

Requirements

• 5+ years of relevant work experience in customer-facing customer success, account management, or strategic consulting organization.
• 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.
• Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed.

Nice to Haves

• Procurement experience and familiarity with procurement technologies.
• Payments software experience and background working with CFOs, Controller, Accounts Payable / Accounts Receivable roles.
• Experience with SaaS workflow management tools.

Benefits

• 📈 Start-up equity
• 🚠 Team building events
• 🌴 Flexible PTO
• 💻 Apple equipment plus home office budget