Senior Customer Success Associate

The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses.

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 the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.

We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, 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 Senior Customer Success Associate to manage our rapidly growing customer base across all industries in the growth segment. As a CS Associate, 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 fast growing SMBs.

You Will

• You will manage a portfolio of Growth customers using data to identify where customers need help and programmatically reach out to those customers to drive adoption and retention.

• Educate and enable our customers on Zip’s platform and procurement best practices.

• 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 account management team to achieve target NRR and GRR.

• Continuously improve Customer Success assets and processes.

Qualifications

• 2+ years 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.

• Procurement experience procurement, sourcing, or vendor management background

• 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)

• We’re an early stage company, we want people who are excited to build and motivated to up-level the status quo!

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

The salary range for this role is $90,000 - $110,000. 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

• 🦷 Full health, vision & dental coverage

• 🍽️ Catered lunches & dinners for SF employees

• 🚍 Commuter benefit

• 🚠 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!