Customer Success Manager – Technical Account Management

This is a fully remote position, open to applicants in Australia.

📋 Description

• Define the business outcomes for our customers and collaborate with them to consistently achieve these outcomes.

• Serve as a trusted procurement advisor and thought partner, continuously educating and empowering our customers on Zip’s platform and procurement best practices.

• Identify champions and cultivate relationships with key stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.

• Maintain high levels of customer engagement and satisfaction, prioritizing customer adoption and loyalty.

• Monitor customer health using data-driven adoption metrics.

• Collaborate closely with product and engineering teams to translate business needs and requirements into innovative solutions for customers, while effectively managing customer expectations.

• Train and empower customers to become product specialists, increasing their self-sufficiency within their organization.

• Work in partnership with Sales to oversee renewals and achieve target Net Revenue Retention (NRR).

• Continuously enhance Customer Success assets and processes. As a growing company, we seek individuals who are enthusiastic about building and motivated to elevate the status quo!

⛳️ Requirements

• A minimum of 5 years of relevant experience in customer-facing roles such as customer success, account management, or strategic consulting. Experience in a B2B SaaS environment is advantageous.

• Background in procurement (including sourcing or vendor management) and/or familiarity with procurement technologies such as ERP (Netsuite, Coupa, etc.), HRIS (Workday, etc.), CLM, GRC, JIRA, or ServiceNow workflow management tools.

• Exceptional interpersonal skills with the ability to quickly establish rapport and trust with customers.

• Strong project management abilities to effectively handle a dynamic customer portfolio.

• Creative problem-solving skills with a keen attention to detail.

• Business process-oriented mindset with the capability to consider workflow efficiency (e.g., diagrams, conditionally based logic, etc.).

• Proactive team player who can identify process gaps and is willing to assist wherever necessary (company, team, or self-mentality).

🏝️ Benefits

• 📈 Start-up equity

• 🚠 Team building events

• 🌴 Flexible PTO

• 💻 Apple equipment plus home office budget