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- 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, with B2B SaaS experience preferred.
- Other info: Exciting opportunity to grow in a diverse and inclusive environment.
The predicted salary is between 60000 - 80000 £ 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 in London employer: ZipHQ, Inc.
Contact Detail:
ZipHQ, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at companies you're interested in. A friendly chat can lead to insider info and even referrals that could get your foot in the door.
✨Tip Number 2
Prepare for interviews by researching the company and its products inside out. Show them you’re not just another candidate; you’re genuinely excited about what they do and how you can contribute to their success.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of a Senior Customer Success Manager. Highlight your problem-solving skills and how you've driven customer success in previous roles.
✨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 serious about joining our team at Zip!
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Customer Success Manager. Highlight your experience in customer success, technical account management, and any relevant B2B SaaS experience. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how you can help our enterprise customers thrive. Be sure to mention any specific experiences that relate to procurement or working with key stakeholders.
Showcase Your Problem-Solving Skills: In your application, don’t just list your skills—show us how you’ve used them! Share examples of creative problem-solving in past roles, especially in dynamic environments. We love seeing how you’ve made an impact!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Plus, we can’t wait to hear from you!
How to prepare for a job interview at ZipHQ, Inc.
✨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 demonstrate your interpersonal skills. Prepare anecdotes that showcase your ability to build relationships with various stakeholders, from Procurement to IT, and how you've helped them achieve their business outcomes.
✨Showcase Your Problem-Solving Skills
Creative problem-solving is essential for a Senior CSM. Be ready to discuss specific challenges you've faced in previous roles and how you approached them. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your attention to detail and process-oriented mindset.
✨Demonstrate Your Project Management Expertise
With a dynamic customer portfolio, strong project management skills are crucial. Prepare to talk about your experience managing multiple projects simultaneously. Highlight any tools or methodologies you've used to keep everything on track, and be ready to discuss how you measure success in customer engagement and satisfaction.