GTM Strategy and Operations Manager - Customer Ops

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!

As a member of Zip’s GTM Strategy & Operations team, you’ll be a critical partner to our post-sale functions—driving strategic planning, process design, and analytical rigor across the customer journey. This team sits at the intersection of Customer Success, Support, Implementation, and the broader GTM org, giving you a unique seat at the table to shape retention, expansion, and customer experience at scale.

You’ll serve as both a strategic thought partner and operational engine—building the workflows, systems, and metrics that help our teams deliver impact for our Customers.

• Lead Customer Ops: Lead day-to-day operations and long-term planning for our post-sale teams (CS, Support, Implementation), including coverage models, performance metrics, playbooks, and capacity planning.

• Be a strategic partner to CS leadership: Act as a right-hand partner to Customer Success and Support leaders—solving problems, building scalable processes, and bringing structure to complex decisions.

• Run the customer business cadence: Own the operating rhythm across CS and Support—leading renewal reviews, risk forecasting, team huddles, and QBRs. You’ll help leadership stay ahead of risk and focused on impact.

• Drive cross-functional execution: Collaborate across Sales, Product, Finance, and GTM Ops to ensure customers have a seamless experience across onboarding, enablement, support, and expansion.

• Deliver insights from data: Use SQL, spreadsheets, and BI tools to surface insights that help us improve NRR, reduce churn, increase onboarding velocity, and drive customer satisfaction.

• Lead high-impact initiatives: From implementing a new CSAT process to refining territory and coverage models to helping roll out AI tooling in support workflows—you’ll own critical, cross-functional efforts that scale our customer engine.
  

• 5+ years of experience in customer strategy, RevOps, CS ops, consulting, investing, or a similar high-performance operations environment.

• Strong analytical and modeling skills—you’re confident in Excel/Sheets and either fluent in SQL or eager to learn.

• Deep understanding of SaaS customer workflows (onboarding, adoption, renewals, escalation), with a systems-thinking mindset.

• Experience with core post-sale and GTM systems (Salesforce, Intercom, Zendesk, Omni, etc).

• Exceptional written and verbal communication—you can organize thinking clearly, influence stakeholders, and present to leadership.

• High attention to detail and a strong execution mindset—you dig into problems, ask great questions, and make things happen.

• Comfort with ambiguity and fast-moving environments—you think in tradeoffs, prioritize ruthlessly, and drive forward even without perfect clarity.

• A technical and systems-oriented mind—you’ve dealt with automation, workflows, and know your way around validation rules, Flows, or admin tools.

• A collaborative, low-ego approach—you’re opinionated but flexible, and you know how to align diverse teams.

• A track record of owning and driving large-scale projects across customer-facing organizations.

The salary range for this role is $160,000 - $180,000. 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.

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 & happy hours

• 🌴 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!