Senior Customer Success Manager

About the role

You will act as a trusted procurement advisor and thought partner to enterprise customers, guiding them through the adoption and optimization of the Zip platform. You will define customer business outcomes and partner with stakeholders to deliver measurable efficiency and value across their procurement operations. This role requires you to manage customer health and mitigate account risk using data-driven adoption metrics while educating clients on best practices. You will work cross-functionally with sales, implementation, engineering, and product teams to translate requirements into solutions. The position focuses on building strong relationships with key stakeholders in Procurement, Finance, Legal, IT, Security, and Compliance. You will also train and empower customer teams to become more self-sufficient and proficient with the Zip platform. Additionally, you will partner closely with renewals to achieve target gross revenue retention. This role is ideal for someone who thrives as a product expert and enjoys creative problem solving within a fast-paced, early-stage environment.

Key facts

What you'll do

Drive adoption and success for Zip's largest enterprise customers across a diverse range of industries.

Partner with customers to define, measure, and achieve specific procurement business outcomes over time.

Serve as a subject matter expert and trusted advisor on procurement best practices and the Zip platform capabilities.

Build and maintain strong relationships with multiple stakeholders including Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.

Monitor customer health and identify risks using data-driven adoption metrics and business insights.

Collaborate with product and engineering teams to translate complex business requirements into actionable solution designs.

Manage customer expectations and communicate effectively regarding timelines, limitations, and strategic direction.

Enable and train customer teams to use Zip effectively, fostering internal expertise and self-sufficiency.

Work closely with the renewals team to ensure continuity and achieve target gross retention rates.

Perform post-implementation technical support and hands-on assistance to ensure smooth platform adoption.

Identify opportunities for expansion and advocate for customer needs in internal product and strategy discussions.

Continuously evaluate and improve internal Customer Success assets, processes, and playbooks.

Contribute feedback from the field to product and engineering to influence the Zip product roadmap.

Embrace an owner mindset in a fast-moving startup, taking initiative to solve problems and improve processes.

Requirements

8+ years of relevant work experience in customer success, technical account management, or strategic consulting within a B2B SaaS environment.

Prior implementation experience is required to ensure smooth onboarding and adoption for new enterprise clients.

Procurement experience, including background in sourcing or vendor management, is mandatory along with familiarity with procurement technologies.

Familiarity with enterprise systems such as ERP (Netsuite, Coupa), HRIS (Workday), CLM, GRC, JIRA, and ServiceNow workflow management tools is required.

Excellent interpersonal skills are necessary to establish rapid trust and strong relationships with C-level and executive stakeholders.

Strong project management abilities are essential to effectively manage a dynamic portfolio of customer accounts.

A creative problem-solving mindset combined with meticulous attention to detail is required in all customer interactions.

Business process orientation and the ability to analyze and optimize workflow efficiency using logical structures and diagrams is expected.

A proactive team player attitude is required to identify process gaps and assist wherever needed across the organization.

Nice to have

Background in payments software, invoicing, and Purchase Order creation is preferred, particularly experience interfacing with CFOs and Accounts Payable leaders.

Experience with SaaS workflow management tools, especially low code or no code configuration platforms, is a significant advantage.

Prior experience working in a top-tier consulting firm or holding an MBA is considered a preferred qualification.

Practical notes

This is a full-time position based in London with no specified travel requirements or visa sponsorship details provided.

The work week and deadline expectations align with standard startup operating cadences, requiring availability during business hours.