Zip
Senior Customer Success Manager - Technical Account Management
Toronto · Senior
Sponsorship not specifiedDetected 13 days ago
SnowflakeDatabricksAgentic AICanvaProject ManagementJiraAccount ManagementValuationVendor ManagementProcurementERPHRISCustomer SuccessProblem SolvingNetSuite
About the role
- 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.
- Train and empower customers to be product specialists to become increasingly self-sufficient for their organization.
Responsibilities
- You will manage a portfolio of clients across all types of clients and be responsible for driving customer success.
- 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.
- 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!
- 🚠 Team building events & happy hours
- We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong.
Requirements
- 8+ years relevant work experience working in customer-facing customer success, account management or strategic consulting organisation.
- Business process-oriented and ability to think about workflow efficiency (e.g. diagrams, conditionally based logic, etc.)
- Experience with SaaS workflow management tools (low code / no code configuration)
- Experience working in a top tier consulting firm or have an MBA
- 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.
- 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
- Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality)
- Procurement, legal, financial, or IT systems background (fluency or exposure)
- At Zip, we're committed to providing our employees with everything they need to do their best work.
- 📈 Start-up equity
Benefits
- 🦷 Full health, vision & dental coverage
- 🚍 Commuter benefit
- 🌴 Flexible PTO
- 💻 Apple equipment plus home office budget
Company info
- Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip's platform and procurement best practices.
- Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.
- 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.
- You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees.
- Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.
- We're looking to hire Zippers and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world.
This listing is sourced directly from Zip's careers page and normalized into a canonical job model.