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For Companies At a Glance
- Tasks: Manage enterprise customer success and drive procurement efficiency on the Zip platform.
- Company: Join a dynamic start-up committed to innovation and customer satisfaction.
- Benefits: Equity, health coverage, flexible PTO, and team-building events.
- Why this job: Be a trusted advisor for top companies and make a real impact.
- Qualifications: 8+ years in customer success or technical account management, B2B SaaS experience preferred.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
We’re looking for a Senior 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 largest 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.
We’re an early-stage company, we want people who are excited to build and motivated to up-level the status quo!
Qualifications
- 8+ years of relevant work experience in customer-facing customer success, technical account management or strategic consulting.
- 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 (Netsuite, Coupa, etc.), HRIS (Workday etc.), 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 (e.g. diagrams, conditionally based logic, etc.).
- Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality).
Nice to Haves
- Payments software experience (invoicing, PO creation) and background working with CFOs, Controller, Accounts Payable / Accounts Receivable roles.
- Experience with SaaS workflow management tools (low code / no code configuration).
- 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
- Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
- 401k plan
We’re looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. 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 (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!
Senior Customer Success Manager employer: Zip
Contact Detail:
Zip Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Customer Success Manager role. A personal referral can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Get your research game on! Familiarise yourself with Zip’s platform and its competitors. When you land that interview, you’ll want to show off your knowledge and how you can help drive procurement success for their customers.
✨Tip Number 3
Practice makes perfect! Prepare for common interview questions related to customer success and technical account management. Role-play with a friend or use mock interviews to boost your confidence and refine your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Zip team!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your relevant experience in customer success, technical account management, or strategic consulting, and show how it aligns with what we’re looking for.
Showcase Your Problem-Solving Skills: We love creative problem solvers! In your application, share examples of how you've tackled challenges in previous roles, especially in B2B SaaS environments. This will help us see how you can bring value to our customers.
Highlight Your Interpersonal Skills: As a Senior CSM, building relationships is key. Use your application to demonstrate your excellent interpersonal skills and ability to establish rapport with customers. Share specific instances where you’ve successfully engaged with stakeholders.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. We can’t wait to hear from you!
How to prepare for a job interview at Zip
✨Know Your Product Inside Out
As a Senior Customer Success Manager, you'll need to be a product expert. Make sure you understand the Zip platform thoroughly, including its features and benefits. Prepare to discuss how it can transform B2B purchasing for customers and be ready to share examples of how you've successfully advised clients in the past.
✨Build Rapport with Stakeholders
Establishing trust is key in this role. Before your interview, think about how you can connect with various stakeholders like Procurement, Finance, and IT. Prepare anecdotes that showcase your interpersonal skills and how you've built relationships in previous roles, as this will demonstrate your ability to engage effectively with diverse teams.
✨Showcase Your Problem-Solving Skills
Creative problem-solving is essential for a Senior CSM. Be ready to discuss specific challenges you've faced in customer success or account management and how you approached them. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your attention to detail and process-oriented mindset.
✨Demonstrate Your Data-Driven Approach
In this role, managing customer health through data-driven metrics is crucial. Prepare to talk about how you've used data to drive customer engagement and satisfaction in the past. Bring examples of how you've identified risks and implemented strategies to mitigate them, showcasing your analytical skills and proactive approach.
