Zip | $100,000-$140,000
Steph's Notes:
Our curious, creative team is dedicated to un-complicating procurement so companies can innovate faster and change the world.
Welp, a red flag right up front. What a way to dive back into Bad Job Bingo!
Our aim is to find brightness and joy in every project and build from that place. We are serious about our fun and bring joy to finance and procurement experiences that truly stand out.
Because when I think finance and procurement, fun is my next thought.
The Benefits list is at least actually mostly benefits, but I do wonder at the order they put these in – for instance, Start-up equity comes before Health, vision, & dental coverage.
The Careers page is otherwise mostly fine, if not standard, mildly informative corporate fare.
B2B SaaS experience in a high-paced environment is a benefit.
What does a high-paced environment mean to you, Zip? If you want the experience, you should be able to articulate what that experience should look like.
Creative problem solver while being attentive to details
You mean like consistently and properly constructing and punctuating sentences?
Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality)
Ehhhh. I know it's a startup, but...ehhhh.
Experience working in a top tier consulting firm or have an MBA
Even in a nice-to-haves, this makes me sigh heavily. Why? Why do you want this experience? Because otherwise it's just unnecessary. (Also, not for nothing, but why do they never consider that someone who's been at a top-tier consulting firm or has an MBA is likely not going to want a CX salary for wear-all-hats work with no clear advancement path? I always wonder what people are thinking when they write stuff like this.)
The salary range for this role is $100,000-$140,000 OTE.
For a commission-based on-site/hybrid role wanting 5+ years of experience in NYC and San Francisco, this is pretty low. How are they planning on these folks actually living in these localities? (And the role listed in Toronto doesn't list salary at all.)
This sounds like your run-of-the-mill startup trying to figure out its voice, but given the kind of flags we're seeing, plus the inadequate compensation and the fact that I'm not feeling particularly charitable today, I'm giving this a BINGO.
Note: As noted, hybrid positions with the same title are available in San Francisco and Toronto. However, this position doesn't say anything about where work is expected to be located, so I'm assuming it's on-site.
Original Job Description: Customer Success Manager (Technical)
The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses.
Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.
We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!
Your Role
We’re looking for a Customer Success Manager to manage our rapidly growing customer base across all industries and customer segments from Growth to Enterprise customers.
As a CSM, you’ll be able to work directly with engineering and product while also working with a variety of stakeholders as customers. As every business can benefit from our platform, you’ll also get exposure to different types of companies and industries. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees.
You will manage a portfolio of clients across all types of clients and be responsible for driving customer success. This role is ideal for you if you enjoy building, creative problem solving, and want to work with a world-class team and customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, Miro, and many more.
You Will
- 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.
- 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).
Nice to Haves
- Procurement experience (procurement, sourcing, or vendor management background) and familiarity with procurement technologies such as ERP (Netsuite, Coupa, etc.), HRIS (Workday, etc.), CLM, GRC, JIRA, ServiceNow workflow management tools.
- Payments software experience (invoicing, PO creation) and background working with CFOs, Controller, Accounts Payable / Accounts Receivable roles.
- Experience with SaaS workflow management tools (low code / no code configuration).
The salary range for this role is $100,000-$140,000 OTE. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.
Perks & Benefits
At Zip, we’re committed to providing our employees with everything they need to do their best work.
- 📈 Start-up equity
- 🦷 Full health, vision & dental coverage
- 🚠Team building events
- 🌴 Flexible PTO
- 💻 Apple equipment plus home office budget
- 💸 401k plan
We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!
