Senior Customer Success Manager

7 days ago


CA United States Zip Full time
About the Role

We're seeking a seasoned Senior Customer Success Manager to join our team at Zip. As a key member of our customer-facing organization, you'll be responsible for driving customer success and adoption of our platform across various industries and customer segments.

Key Responsibilities
  • Manage a portfolio of clients across diverse industries and customer segments, providing strategic guidance and support to drive procurement success on the Zip platform.
  • Define customer business outcomes and partner with customers to deliver those outcomes on a continuous basis, leveraging your expertise in procurement and customer success.
  • Act as a trusted procurement advisor and thought partner, educating and enabling 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, focusing on customer adoption and loyalty.
  • Manage customer health based on data-driven adoption metrics, ensuring timely interventions to address any issues.
  • 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 become product specialists, increasing their self-sufficiency and reducing reliance on support.
  • Collaborate with the renewals team to achieve target Net Revenue Retention (NRR).
  • Continuously improve Customer Success assets and processes, driving efficiency and effectiveness.
Requirements
  • 8+ years of relevant work experience in customer-facing customer success, account management, or strategic consulting, with a strong background in B2B SaaS and procurement.
  • Procurement experience, including procurement, sourcing, or vendor management, and familiarity with procurement technologies such as ERP, HRIS, CLM, GRC, JIRA, and ServiceNow workflow management tools.
  • Excellent interpersonal skills, with the ability to establish quick rapport and trust with customers.
  • Strong project management skills to manage a dynamic customer portfolio.
  • Creative problem-solving skills, with attention to detail and a business process-oriented approach.
  • Proactive team player, able to identify process gaps and contribute to process improvements.
Nice to Haves
  • Payments software experience, including invoicing and PO creation, and background working with CFOs, Controllers, Accounts Payable/Accounts Receivable roles.
  • Experience with SaaS workflow management tools, including low-code/no-code configuration.
  • Experience working in a top-tier consulting firm or holding an MBA.


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