Senior Customer Success Manager

About the Company

Zip is the AI platform for enterprise procurement — built for humans and agents working together. By orchestrating procurement across teams, tools, and suppliers with the help of AI agents, companies can secure the resources they need to innovate faster than ever before.

Responsibilities

• Define customer business outcomes and partner with customers to deliver those outcomes continuously
• Act as a trusted procurement advisor and thought partner to educate customers on Zip’s platform and best practices
• Identify champions and build relationships with stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance
• Maintain high levels of customer engagement, adoption, and loyalty
• Manage customer health based on data-driven adoption metrics
• Partner with product and engineering to translate business needs into new solutions
• Train and empower customers to become product specialists
• Partner with Sales to manage renewals and achieve target NRR
• Continuously improve Customer Success assets and processes

Requirements

• 8+ years of experience in customer-facing customer success, account management, or strategic consulting
• Experience in B2B SaaS environments
• Procurement experience or familiarity with technologies like ERP (Netsuite, Coupa), HRIS (Workday), CLM, GRC, JIRA, or ServiceNow
• Excellent interpersonal skills and ability to establish rapport and trust
• Strong project management skills
• Creative problem-solving skills and attention to detail
• Business process orientation and ability to think about workflow efficiency
• Proactive team player mentality

Preferred Qualifications

• Experience with SaaS workflow management tools (low code / no code configuration)
• Background in procurement, legal, financial, or IT systems
• Experience working in a top-tier consulting firm or an MBA