Senior Customer Success Manager

🕒 February 4

🏢🏡 London – Hybrid

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Zip

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💳 Fintech

☁️ SaaS

🏢 Enterprise

Fintech • SaaS • Enterprise

Zip is an innovative AI-powered procurement orchestration platform based in San Francisco, CA. It specializes in streamlining the procurement process by providing solutions such as Intake-to-Procure and Procure-to-Pay, enabling organizations to automate purchasing requests, manage vendor relationships, and achieve better visibility into spending. Zip's comprehensive platform aims to enhance efficiency and reduce costs for businesses of various sizes across multiple industries, including life sciences, financial services, and technology.

📋 Description

• 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 and hedge account risks 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 GRR. • 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!

🎯 Requirements

• 8+ years of relevant work experience working in customer-facing customer success, technical 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).

🏖️ Benefits

• 📈 Start-up equity • 🦷 Health, vision & dental coverage • 🚠 Team building events & happy hours • 🌴 Flexible PTO • 💻 Apple equipment plus home office budget • 💸 401k plan