Customer Success Manager

📋 Description

• • As a Customer Success Manager at Zip, you will play a pivotal role in driving customer outcomes and ensuring long-term value realization for enterprise clients using Zip’s AI-powered procurement platform. You will serve as a trusted advisor to some of the world’s most innovative companies, helping them transform complex B2B purchasing workflows into streamlined, efficient processes that deliver measurable efficiency and cost savings. Your work directly contributes to customer retention, expansion, and advocacy in a high-growth, mission-driven environment.
• • You will manage a diverse portfolio of commercial customers across industries, defining and tracking business outcomes in partnership with clients to ensure continuous value delivery. This includes acting as a procurement thought leader, educating stakeholders on Zip’s platform capabilities and best practices, identifying internal champions, and building strong relationships across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams. You will monitor customer health using data-driven adoption metrics, maintain high engagement and satisfaction levels, and train customers to become self-sufficient product specialists.
• • You will partner closely with Product and Engineering teams to translate customer feedback and business needs into product improvements, while managing expectations and advocating for customer-centric solutions. Collaboration with Sales is essential to manage renewals and drive net revenue retention (NRR). Additionally, you will continuously improve Customer Success processes and assets, leveraging Zip’s early-stage, build-oriented culture to innovate and elevate the customer experience.
• • Zip is a fast-growing, well-funded startup backed by top-tier investors and trusted by industry leaders like OpenAI, Snowflake, Anthropic, Coinbase, and JPMorgan Chase. You’ll join a world-class team from companies such as Airbnb, Meta, Stripe, Salesforce, Apple, and Google, working in a collaborative, high-impact environment where ownership, creativity, and an underdog mindset are valued. The company is committed to diversity, inclusion, and innovation, offering a mission-driven culture where your contributions directly shape how businesses buy software and services in the age of AI.
• • In this role, you will develop deep expertise in enterprise procurement, SaaS customer success, and cross-functional stakeholder management. You’ll gain exposure to cutting-edge industries and technologies while honing skills in strategic advisory, process optimization, and product collaboration. Success in this position can lead to accelerated career growth in Customer Success, Account Management, or Product Strategy, with opportunities to influence both customer outcomes and internal product direction at a category-defining company.