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Customer Success Manager - job 1 of 2

Companies that struggle to manage hundreds of millions of dollars in spend because of decades-old software experience slower growth and more roadblocks to innovation. It may sound like an obvious problem, but it’s also a widespread one–and businesses are desperate to solve it.

Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within just a few short years, Zip created the procurement orchestration category and developed the leading solution in this $50B+ TAM space. Today, leading companies like Instacart, Anthropic, Sephora, Discover, Reddit, and Lyft rely on Zip to manage billions of dollars in spend.

We're a fast-growing team that helped scale category-defining companies like Airbnb, Facebook, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!

Your Role

We’re looking for a Customer Success Manager to manage our rapidly growing customer base across all industries and customer segments from Growth to Enterprise customers.  As a CSM, you’ll be able to work directly with engineering and product while also working with a variety of stakeholders as customers. As every business can benefit from our platform, you’ll also get exposure to different types of companies and industries.  You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees.

You will manage a portfolio of clients across all types of clients and be responsible for driving customer success. This role is ideal for you if you enjoy building, 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

  • 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!

Qualifications

  • 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)

Nice to Haves

  • Experience with SaaS workflow management tools (low code / no code configuration)

  • Procurement, legal, financial, or IT systems background (fluency or exposure)

  • Experience working in a top tier consulting firm or have an MBA

The salary range for this role is $100,000-$140,000 OTE. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

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

  • 🌴 Flexible PTO

  • 💻 Apple equipment plus home office budget

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!

Average salary estimate

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What You Should Know About Customer Success Manager, Zip

Are you ready to take your career to the next level? Zip, a trailblazer in the procurement space, is seeking a lively and passionate Customer Success Manager to join our dynamic team in New York City. As a Customer Success Manager at Zip, you'll play a pivotal role in shaping the experience of our clients, ranging from rapidly growing startups to established enterprises. You will work directly with engineering and product teams, and engage with various stakeholders, making every day exciting and different. Your main goal will be to guide our customers on how to optimize their B2B purchasing processes using our innovative platform. You'll collaborate with industry leaders like Coinbase, Snowflake, and many others to help them realize their business goals through our top-of-the-line technology. This isn't just a job; it's an opportunity to make a significant impact while developing your skills in a fast-paced, collaborative environment. If you love creativity and problem solving, and possess a knack for building strong customer relationships, Zip could be the perfect place for you. Join us in driving growth and transforming the procurement landscape as we deliver incredible value to our clients while winning together as a team. With competitive salaries and an array of benefits, we believe in taking care of our employees so they can perform at their best. Dive into this exciting role and be part of a company on the cutting edge of innovation!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Zip
What are the main responsibilities of a Customer Success Manager at Zip?

As a Customer Success Manager at Zip, your main responsibilities include defining customer business outcomes and ensuring their continuous achievement, acting as a procurement advisor to educate customers, managing customer engagement and satisfaction, and fostering relationships with key stakeholders. You will also collaborate with product and engineering teams to address customer needs and enhance the user experience.

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What qualifications are needed to become a Customer Success Manager at Zip?

To succeed as a Customer Success Manager at Zip, candidates should have at least 5 years of customer-facing experience, particularly in account management or consulting. Familiarity with B2B SaaS environments and procurement technologies is a plus. Strong interpersonal skills, project management abilities, and creative problem-solving skills are essential to thrive in this role.

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How does Zip define customer success for its clients?

At Zip, customer success is defined by our ability to help clients achieve their desired business outcomes through effective use of our procurement platform. We focus on high levels of customer engagement, adoption of our technology, and driving loyalty and satisfaction among our users.

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What industries do Customer Success Managers at Zip interact with?

Customer Success Managers at Zip engage with a diverse range of industries. Our customer base spans from market disruptors like Instacart and Lyft to established players in finance and technology, such as Northwestern Mutual and Snowflake, providing ample exposure to various business sectors and their procurement needs.

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What opportunities for growth can a Customer Success Manager expect at Zip?

Working as a Customer Success Manager at Zip offers significant opportunities for personal and professional growth. You'll gain exposure to emerging technologies, collaborate with various business functions, and have the chance to develop strategic relationships with high-profile clients, paving the way for career advancement within a rapidly growing startup.

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Common Interview Questions for Customer Success Manager
Can you describe your experience in customer success and how it relates to the role at Zip?

It's important to highlight your previous roles where you've managed customer relationships and delivered successful outcomes. Discuss specific strategies you used to foster customer satisfaction and address challenges, aligning your experiences with Zip's focus on customer engagement.

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How do you define customer success?

Customer success means ensuring that customers achieve their desired outcomes while using our product. At Zip, this involves continuous engagement, understanding customer needs, and providing proactive solutions that align with their procurement goals.

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What strategies would you use to build relationships with key stakeholders?

Building strong relationships begins with understanding the unique needs of each stakeholder. I would prioritize regular communication, customize my interactions based on their objectives, and position myself as a trusted advisor, focusing on delivering value to their business.

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How do you handle customer complaints or negative feedback?

I approach complaints as opportunities for improvement. Listening to the customer's concerns, validating their feelings, and offering actionable solutions not only resolves the issue but strengthens trust. It's crucial to follow up to ensure satisfaction post-resolution.

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Can you give an example of how you helped a client improve their processes?

Certainly! I once worked with a client experiencing inefficiencies in their procurement process. I analyzed their workflows and identified bottlenecks. By recommending tailored solutions within our platform, we streamlined their purchasing processes, ultimately saving time and resources.

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What role does data play in customer success management?

Data is a cornerstone of customer success. It allows us to monitor engagement metrics, assess customer health, and identify areas for improvement. Using data-driven insights enables me to proactively address issues and empower clients to maximize the value of our platform.

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How would you ensure knowledge transfer to customers to make them self-sufficient?

Facilitating knowledge transfer is essential. I would provide comprehensive training sessions, create user-friendly documentation, and encourage ongoing dialogue. Empowering customers to become product specialists enhances their confidence and capability to use the platform effectively.

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What techniques do you use to manage a diverse portfolio of clients?

I prioritize organization and communication. I categorize clients based on their needs and engagement levels, which allows me to tailor my approach. Regular check-ins and consistent monitoring of metrics ensure that each client receives the attention they deserve.

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Describe a time when you collaborated with product or engineering teams.

In my last role, I worked closely with the product team to convey customer feedback on a new feature. By documenting user pain points and suggested modifications, we collectively improved the functionality based on real user experiences, resulting in higher satisfaction when we launched the update.

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What makes you passionate about customer success?

I am passionate about customer success because I genuinely enjoy helping others achieve their goals. Seeing clients realize the benefits of our solutions fuels my motivation. I thrive on building relationships and solving problems, making it a perfect fit for my professional aspirations.

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Zip is a leading global financial services company, offering innovative, people-centred products that bring customers and merchants together. On a mission to be the first payment choice everywhere and every day, Zip offers point-of-sale credit and...

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Full-time, on-site
DATE POSTED
March 16, 2025

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