Customer Success Manager

About Zone & Co.

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more. 

Zone helps over 3,000 companies worldwide work smarter, faster and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe and Asia Pacific. 

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Job:

Are you passionate about helping businesses thrive? As a Customer Success Manager, you’ll be the trusted advisor for our SMB clients, ensuring they achieve maximum value from our products and services. Your role will focus on understanding customer goals, crafting tailored success plans, and driving adoption, retention, and satisfaction. Acting as the main point of contact for your clients, you’ll proactively address their needs, resolve issues, and optimize their experience.

Join a dynamic team where your impact directly fuels client success, deepens relationships, and enhances customer satisfaction!

As the Customer Success Manager you will:

• Build and maintain strong, long-lasting relationships with SMB clients.
• Understand customer goals and align our solutions to meet their objectives.
• Monitor customer health through metrics like retention rates, NPS, and adoption.
• Identify upsell and cross-sell opportunities to drive revenue and deepen engagement.
• Partner with internal teams to troubleshoot and resolve customer issues.
• Act as a customer advocate, ensuring their needs are communicated across teams.
• Conduct business reviews to highlight customer successes and uncover new opportunities.
• Implement programs to boost customer engagement, adoption, and retention.

Requirements

• 3+ years in customer success, account management, or a similar role in SaaS/tech.
• Exceptional communication skills with the ability to simplify complex ideas.
• Strong problem-solving and active listening skills to resolve customer challenges.
• Experience leading customer meetings and providing tailored solutions.
• Analytical mindset with the ability to track metrics and identify growth opportunities.
• Proficiency with Salesforce and familiarity with customer success frameworks.

Benefits

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at Zoneandco.com.

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.