Senior Customer Success Manager - Technical Account Management
Hybrid (Toronto)CA$145k - CA$180kFull-timePosted 4w ago
About the role
Senior Customer Success Manager (equivalent to Technical Account Manager) responsible for managing a varied portfolio of growth to enterprise customers, advising on procurement strategy, driving adoption, and collaborating with product and engineering to deliver customer value.
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.
Qualifications
- 8+ years relevant work experience in customer-facing customer success, account management or strategic consulting in a B2B SaaS environment.
- 1+ year in an implementation role (e.g., Solutions Consultant, Implementation Manager).
- Procurement experience and/or familiarity with procurement technologies (ERP such as Netsuite, Coupa; HRIS; CLM; GRC; JIRA; ServiceNow workflows).
- Excellent interpersonal skills with ability to establish quick rapport and trust with customers.
- Strong project management skills for managing a dynamic customer portfolio.
- Creative problem solving with attention to detail.
- Business process orientation and ability to optimize workflows.
- Proactive team player with willingness to fill gaps across the company.
Skills
Required:Customer success managementStakeholder management
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.
More open roles at Zip
- Senior Account Manager4d agoHybrid (San Francisco) · Sales
- Strategic Account Executive4d agoRemote · Sales
- Senior Director, Commercial Sales4d agoHybrid (London) · Sales
- Senior Customer Success Manager - Technical Account Manager4d agoRemote · Customer Success
- Solutions Director1w agoHybrid (San Francisco), Hybrid (New York City) · Solutions