Senior Customer Success Manager - Technical Account Management

Zip
Toronto
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Interpersonal skills","Rapport building","Project management","Creative problem solving","Customer-facing advisory"]

Own a portfolio of Growth-to-Enterprise customers and drive customer success by defining business outcomes, managing adoption, and monitoring customer health using data-driven metrics. Serve as a trusted procurement advisor, connecting with stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance. Partner with product and engineering to translate needs into customer solutions, support training for self-sufficiency, and collaborate with Sales to manage renewals and NRR.

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FursaFursa
Zip
Zip
1 day ago

Senior Customer Success Manager - Technical Account Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own a portfolio of Growth-to-Enterprise customers and drive customer success by defining business outcomes, managing adoption, and monitoring customer health using data-driven metrics. Serve as a trusted procurement advisor, connecting with stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance. Partner with product and engineering to translate needs into customer solutions, support training for self-sufficiency, and collaborate with Sales to manage renewals and NRR.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Define customer business outcomes and partner continuously to achieve them.
  • •Act as a trusted procurement advisor, educating customers on Zip’s platform and procurement best practices.
  • •Identify champions and build relationships with key stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance.
  • •Maintain customer engagement and satisfaction by monitoring customer health using adoption metrics.
  • •Partner with product and engineering to translate customer needs into solutions, manage expectations, and support renewals to achieve target NRR.

Pay and Benefits

Equity and Bonus:Equity
Perks:EquityHealth InsuranceVisionDentalCommuter BenefitsPaid LeaveHome Office

Key Requirements

  • •8+ years in customer-facing customer success, account management, or strategic consulting, with B2B SaaS experience in a fast-paced environment.
  • •1+ year in an implementation role (e.g., Solutions Consultant or Implementation Manager).
  • •Procurement experience and/or familiarity with procurement and workflow technologies such as ERP (NetSuite, Coupa), HRIS (Workday), CLM, GRC, Jira, and ServiceNow.
  • •Excellent interpersonal skills to build rapport and trust quickly with customers.
  • •Strong project management and creative, detail-oriented problem solving across a dynamic client portfolio.
Experience:8+ yearsB2B SaaSEnterprise procurementStrategic consulting
Skills:Interpersonal skillsRapport buildingProject managementCreative problem solvingCustomer-facing advisory
Tech Stack:NetSuiteCoupaWorkdayCLMGRCJIRAServiceNowERPHRIS

Company Brief

Zip
Provides buy-now-pay-later (BNPL) and digital payment solutions for consumers and merchants across multiple markets, enabling flexible payments, consumer credit, and merchant financing services.
Industry: Lending
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Sydney, Australia
Founded: 2013
WebsiteLinkedIn