Customer Success Manager in London

About Zip

Here at Zip, we’re reimagining how modern businesses function in the age of AI. 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 and rely on vendors more than ever before to run their businesses. Our co-founders started Zip in 2020 to address this seemingly universal problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 5 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 JPMorgan Chase rely on Zip to manage billions of dollars in spend.

Your Role

We’re looking for a Customer Success Manager (equivalent to a technical account manager) to manage our rapidly growing enterprise customer base across all industries. As a Sr. CSM, you’ll work closely with sales, implementation, engineering and product while also working with a variety of customer stakeholders. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees through product adoption and enablement. This role is ideal for you if you enjoy being a product expert, 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

• Help our customers drive procurement success on the Zip platform.
• 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 and hedge account risks 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 the renewals team to achieve target GRR.
• Continuously improve Customer Success assets and processes.

Qualifications

• 5+ years of relevant work experience working in customer-facing customer success, technical account management or strategic consulting organization.
• B2B SaaS experience in a high-paced environment is a benefit.
• Procurement experience (procurement, sourcing, or vendor management background) and familiarity with procurement technologies such as ERP, HRIS, CLM, GRC, JIRA, ServiceNow workflow management tools.
• Excellent interpersonal skills and ability to 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.
• Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed.

Nice to Haves

• Payments software experience and background working with CFOs, Controller, Accounts Payable / Accounts Receivable roles.
• Experience with SaaS workflow management tools.
• 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
• Health, vision & dental coverage
• Flexible PTO
• Apple equipment plus home office budget

We encourage all candidates to apply even if your experience doesn’t exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone feels like they belong. We look forward to hearing from you!