Senior Customer Success Manager – Technical Account Management

Job Description

Senior Customer Success Manager – Technical Account Manager | Zip

The Tone:
This is a Senior Customer Success Manager role at Zip. Zip builds an AI platform for enterprise procurement, designed to help humans and AI agents work together to orchestrate procurement across teams, tools, and suppliers. This role is crucial for advising customers on how to transform B2B purchasing, driving immediate value and efficiency for employees through product adoption and enablement.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Not specified

• Team: Collaborates with Sales, Implementation, Engineering, Product, and Renewals teams.
• Mission: Help large customers drive procurement success and achieve continuous business outcomes on the Zip platform.
• Tech Stack: ERP (Netsuite, Coupa), HRIS (Workday), CLM, GRC, JIRA, ServiceNow workflow management tools, payments software, SaaS workflow management tools.

What You’ll Actually Do
• Drive Customer Success: Guide Zip’s largest customers to achieve procurement success on the platform.
• Strategic Partnership: Partner with customers to define and deliver continuous business outcomes.
• Expert Advisor: Act as a trusted advisor, educating and enabling customers on Zip’s platform and procurement best practices.
• Cross-functional Collaboration: Collaborate closely with internal product and engineering teams to translate customer needs into new solutions.
• Technical Oversight: Manage the post-implementation technical health of clients and provide hands-on support for product adoption and enablement.

The Must-Haves
• Background: Senior-level professional with a background in customer-facing customer success, technical account management, or strategic consulting, specifically within the procurement domain. B2B SaaS experience is beneficial.
• Experience: 8+ years of relevant work experience, including prior SaaS implementation experience.
• Skills: Possesses excellent interpersonal and rapport-building skills, strong project management capabilities, creative problem-solving aptitude with attention to detail, and a business process-oriented mindset for workflow efficiency.
• Bonus: Experience with payments software (invoicing, PO creation), background working with CFOs, Controllers, Accounts Payable/Receivable roles, familiarity with low-code/no-code SaaS workflow management tools, or an MBA/top-tier consulting firm experience.