Senior Customer Success Associate

Zip is tackling the $50B+TAM space to transform the way businesses manage spend. Our co-founders started Zip (YC S2020) because they saw the challenges companies had using outdated 20 year old software to manage hundreds of millions of dollars in spend every year. We invented the world’s leading Intake-to-Procure solution to bring a consumer grade user experience to B2B purchasing. And, we’re just getting started.

We're a fast growing team that helped scale category-defining companies like Airbnb, Facebook, Salesforce, Apple, Quora, Pinterest, and Square. With $180 million in funding from YC Continuity (Y Combinator), CRV and Tiger Global, we're valued at $1.5 billion in just 3 years. In today's economic climate, the value we offer our customers is more critical than ever and our business is accelerating. We're growing quickly and need your help!

Your Role

We’re looking for a 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

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
• 🍽️ Catered lunches & dinners for TO employees
• 🚠 Team building events & happy hours
• 🌴 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!