Senior Customer Success Manager - Technical Account Management

Zip

Job Overview

Location

Toronto

Job Type

Full-time

Full Job Description

📋 Description

• Manage a portfolio of clients across all types of clients and drive customer success.
• Define customer business outcomes and partner with customers to deliver those outcomes on a continuous basis.
• Act as a trusted procurement advisor and thought partner to educate and enable 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.

🎯 Requirements

• 8+ years relevant work experience working in customer-facing customer success, account management or strategic consulting organisation.
• 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.

🏖️ Benefits

• Start-up equity
• Full health, vision & dental coverage
• Commuter benefit
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget

Skills & Technologies

Senior

Onsite

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About Zip

Zip provides the world's leading agentic procurement orchestration platform, helping businesses manage spend from initial intake to final payment. Their comprehensive suite of products, including Intake-to-Procure, Procure-to-Pay, Supplier Onboarding, and AI Procurement Concierge, streamlines complex purchasing processes. Zip serves a broad spectrum of clients, from startups to enterprises across various industries like technology and financial services, empowering procurement, finance, and legal teams to gain control and efficiency. The platform is designed to facilitate smarter spending and mitigate risk, leveraging embedded AI capabilities for decision-making and driving cross-functional efficiency by integrating with existing tech stacks, a feature beneficial for distributed teams. Notably, Zip is trusted by over 1,030 global leaders, demonstrating its significant impact on optimizing business operations.

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