Customer Success Manager - Technical Account Management
Hybrid (Toronto)CA$117k - CA$145kFull-timePosted 7mo ago
About the role
CSM role to manage a growing commercial customer base across industries, advising on transforming B2B purchasing, driving customer success, and partnering with product, engineering, and Sales to renewals and value delivery.
Responsibilities
- Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.
- Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip’s platform and procurement best practices.
- Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.
- Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty.
- Manage customer health based on data-driven adoption metrics.
- 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 Sales to manage renewals to achieve target NRR.
- Continuously improve Customer Success assets and processes. We’re an early-stage company, we want people who are excited to build and motivated to up-level the status quo!
Qualifications
- 5+ years of 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.
- 1+ year in an implementation role, such as Solutions Consultant, Implementation Manager, etc
- Excellent interpersonal skills and ability to 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).
Skills
Required:Customer relationship managementProject managementStrategic thinking
Benefits
- Start-up equity
- Health, vision & dental coverage options
- Catered breakfast, lunch, & dinner
- Flexible PTO
- ClassPass membership
- Monthly commuter benefit
- Team building events & happy hours
- Home office stipend
- Phone/internet reimbursement
- Hybrid model + 5 flexible remote days per quarter
- Paid parental leave
- Employee Assistance Program (EAP)
- Unlimited AI token usage
Last updated Sep 30, 2026. Interested? Apply on the company site.
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