Senior Customer Success Manager at Zip

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, ProcurementIndustries

Requirements

Candidates should have 8+ years of relevant work experience in customer-facing customer success, technical account management, or strategic consulting, preferably with B2B SaaS experience in a fast-paced environment. Procurement experience, including familiarity with procurement technologies such as ERP, HRIS, CLM, GRC, JIRA, and ServiceNow workflow management tools, is highly beneficial. Excellent interpersonal skills for building customer rapport and trust, strong project management abilities, and creative problem-solving skills with attention to detail are essential.

Responsibilities

The Senior Customer Success Manager will help large customers achieve success on the Zip platform by defining and delivering on customer business outcomes. This role involves acting as a trusted procurement advisor, educating customers on the platform and best practices, and building relationships with key stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams. Responsibilities include maintaining high customer engagement and satisfaction, managing customer health based on adoption metrics, partnering with product and engineering to translate business needs into solutions, training customers to become product specialists, supporting renewals to achieve target GRR, and continuously improving Customer Success assets and processes.

Skills

Customer Success

Technical Account Management

Problem-Solving

Product Adoption

Enablement

Stakeholder Management

Zip

Provides buy now, pay later services

About Zip

Zip Co offers buy now, pay later (BNPL) services that allow consumers to make purchases and pay for them over time without interest. Its main products, Zip Pay and Zip Money, cater to different spending needs, with Zip Pay for everyday purchases and Zip Money for larger expenses. The service works by enabling users to shop at partnered retailers and manage their payments through a clear and transparent system, where they can see how much they owe and when payments are due. Unlike many competitors, Zip focuses on providing flexible payment options and a straightforward fee structure, generating revenue through merchant fees, late fees, and interest on select products. The company's goal is to simplify the purchasing process for consumers while expanding its market presence across various countries.

Sydney, AustraliaHeadquarters

2013Year Founded

$972.7KTotal Funding

IPOCompany Stage

Fintech, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Parental leave - Enjoy up to 20 weeks paid leave and return part-time on a full-time salary for 3 months!

Bonus scheme - We give you skin in the game through our various share incentive programs.

Family support - We support our ZipFam on their life journey through people policies and programs.

Volunteer leave - Use your paid volunteer leave to Zip it forward and create change in your community.

Reward & recognition - We love celebrating your wins and giving you the freedom to choose how you're rewarded.

Career growth - You'll be given clear progression pathways and transparent coaching so you can truly flourish.

Risks

Increased competition from tech giants like Apple could threaten Zip's market share.

Regulatory changes in Australia may impact Zip's profitability and operations.

Reliance on partners like Stripe ties Zip's success to their platform stability.

Differentiation

Zip offers interest-free BNPL services, enhancing consumer financial flexibility.

The company operates in diverse markets, including Australia, the US, and the UK.

Zip's partnerships with retailers improve shopping experiences and financial management for consumers.

Upsides

Zip's potential partnership with Apple could significantly boost its US market presence.

Integration with Stripe allows easy BNPL access for US merchants, expanding Zip's reach.

The rise of in-store BNPL usage in the US shows growing consumer adoption.

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