Senior Customer Success Manager
Zip
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
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Job Level
Tech Stack
About the role
- 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 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. We’re an early stage company, we want people who are excited to build and motivated to up-level the status quo!
Requirements
- 5+ years relevant work experience working in customer-facing customer success, account management or strategic consulting organisation. B2B SaaS experience in a high-paced environment is a benefit.
- 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
- 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)
Benefits
- 📈 Start-up equity
- 🦷 Full health, vision & dental coverage
- 🚍 Commuter benefit
- 🚠 Team building events & happy hours
- 🌴 Flexible PTO
- 💻 Apple equipment plus home office budget
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementstrategic consultingprocurementsourcingvendor managementproject managementworkflow efficiencydata-driven metricsB2B SaaS
Soft skills
interpersonal skillsrelationship buildingproblem solvingattention to detailproactive team playercustomer engagementcustomer satisfactioncommunicationtrust buildingadaptability