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Senior Customer Success Manager

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Zip

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 8+ 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)
  • 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

Nice to have:

  • 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
What we offer:
  • Start-up equity
  • Health, vision & dental coverage
  • Team building events & happy hours
  • Flexible PTO
  • Apple equipment plus home office budget
  • 401k plan

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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