Job Specifications
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!
Your Role
We're looking for a Customer Success Manager to manage our rapidly growing customer base across all industries and customer segments from Growth to Enterprise customers. 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. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees.
You will manage a portfolio of clients across all types of clients and be responsible for driving customer success. This role is ideal for you if you enjoy building, creative problem solving, and want to work with a world class team and customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, Miro, and many more.
You Will
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. We're an early stage company, we want people who are excited to build and motivated to up-level the status quo!
Qualifications
5+ 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
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)
Nice to Haves
Experience with SaaS workflow management tools (low code / no code configuration)
Procurement, legal, financial, or IT systems background (fluency or exposure)
Experience working in a top tier consulting firm or have an MBA
Perks & Benefits
At Zip, we're committed to providing our employees with everything they need to do their best work.
Start-up equity
Full health, vision & dental coverage
Commuter benefit
Team building events & happy hours
Flexible PTO
Apple equipment plus home office budget
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. We encourage all candidates to apply even if your experience doesn't
About the Company
Zip is the world’s leading AI-powered procurement orchestration platform, empowering businesses to accelerate the procurement process, mitigate risk, and drive growth by offering a single front door to unify the teams, tasks, and tools involved in working with suppliers. With Zip, businesses can maximize employee adoption of purchasing policies and increase spend visibility and control. As the leading solution for optimizing business spend, Zip’s AI-powered platform is trusted by hundreds of leading enterprises worldwide, in...
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