Customer Success Manager – Technical Account Management

Zip

Customer Success Manager at Zip managing a diverse client portfolio in procurement. Advising on optimizing B2B purchasing and ensuring high customer engagement and satisfaction.

Posted 6/1/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

5+ years of relevant work experience working in customer-facing customer success, account management, or strategic consulting organization. B2B SaaS experience in a high-paced environment is a benefit.
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).

Benefits

Comp & perks

📈 Start-up equity
🦷 Health, vision & dental coverage
🍽️ Catered lunches & dinners
🚍 Commuter benefit
🚠 Team building events & happy hours
🌴 Flexible PTO
💻 Apple equipment plus home office budget

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementstrategic consultingB2B SaaSproject managementworkflow efficiencydata-driven metricsprocurement best practicescustomer adoptioncustomer engagement

Soft Skills

interpersonal skillsrelationship buildingproblem solvingattention to detailproactive team playercommunicationtrust buildingcustomer satisfactioncreativityadaptability