Senior Customer Success Manager – Technical Account Management

Job Description

Senior Customer Success Manager – Technical Account Manager | Zip

The Tone:
This is a full-time role at Zip, located remotely. Zip is an AI platform for enterprise procurement, built to orchestrate purchasing across teams, tools, and suppliers with the help of AI agents. Companies use Zip to secure resources, helping them innovate faster. This role is crucial for managing Zip’s enterprise customer base, advising them on how to transform B2B purchasing, and creating immediate value through product adoption and enablement.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote

• Mission: Help large customers drive procurement success on the Zip platform by defining and delivering business outcomes.
• Tech Stack: ERP (Netsuite, Coupa), HRIS (Workday), CLM, GRC, JIRA, ServiceNow

What You’ll Actually Do
• Customer Success: Help our largest customers drive procurement success on the Zip platform.
• Outcome Delivery: Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.
• Strategic Advising: Act as a trusted procurement advisor to continuously educate and enable our customers on Zip’s platform and procurement best practices.
• Stakeholder Engagement: Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.
• Product Partnership: Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.

The Must-Haves
• Background: Senior-level professional with 8+ years of experience in customer-facing customer success, technical account management, or strategic consulting. Experience in B2B SaaS environments and a background in procurement (sourcing, vendor management) are beneficial.
• Experience: 8+ years of relevant work experience, including prior SaaS implementation experience, and familiarity with procurement technologies.
• Skills: Excellent interpersonal skills to establish rapport and trust, strong project management skills for a dynamic customer portfolio, creative problem-solving ability with attention to detail, business process-oriented thinking for workflow efficiency, and a proactive team player mindset.
• Bonus: Experience with payments software (invoicing, PO creation) and working with CFOs, Controllers, AP/AR roles; experience with SaaS workflow management tools (low code / no code configuration); or experience in a top-tier consulting firm or an MBA.