Customer Success Manager

Summary

Zone & Co is an ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. The Customer Success Manager - SMB will manage client relationships, guide onboarding and adoption, address risks and escalations, and drive retention, satisfaction, and expansion opportunities.

Responsibilities

• Document customer interactions, success stories, and escalations in CRM or customer success platform
• Guide new SMB customers through the onboarding process, ensuring smooth implementation and product adoption
• Identify at-risk customers and work to resolve any issues through effective communication, problem-solving, and personalized success plans
• Conduct regular business reviews with customers to ensure they are realizing value from the product, discuss successes, and identify new opportunities
• Implement customer success programs that increase engagement, product adoption, and retention
• Troubleshoot escalations, coordinate with internal support or technical teams to provide timely solutions
• Work closely with the Account Management team to facilitate and support expansion opportunities within existing accounts
• Present tailored solutions and success plans that align with customer business objectives, helping them grow and maximize the value of their investment
• Monitor and report on the status of at-risk accounts and retention efforts, ensuring timely action is taken to mitigate churn
• Contribute to the development of standard operating procedures and playbooks for customer success
• Coordinate with Marketing and Sales to help create case studies, product reviews, and references
• Advocate for customer needs and serve as a liaison between the customer and internal teams

Skills

• Must have 3+ years in customer success, account management, or similar client-facing role, preferably within a SaaS or technology environment
• Excellent communication skills, both written and verbal, with the ability to clearly articulate complex concepts to non-technical audiences
• Active listening skills, with a strong ability to empathize with customers, understand their pain points, and offer effective solutions
• Ability to lead customer meetings, webinars, and working sessions confidently
• Analytical mindset, capable of interpreting data and customer feedback to drive customer success initiatives and identify upsell or retention opportunities
• Comfortable working with Salesforce to track customer interactions, monitor health scores, and report on progress
• Familiarity with customer success frameworks (CSM lifecycle, customer journey mapping)

Qualifications

Must Haves

• Must have 3+ years in customer success, account management, or similar client-facing role, preferably within a SaaS or technology environment
• Excellent communication skills, both written and verbal, with the ability to clearly articulate complex concepts to non-technical audiences
• Active listening skills, with a strong ability to empathize with customers, understand their pain points, and offer effective solutions
• Ability to lead customer meetings, webinars, and working sessions confidently
• Analytical mindset, capable of interpreting data and customer feedback to drive customer success initiatives and identify upsell or retention opportunities
• Comfortable working with Salesforce to track customer interactions, monitor health scores, and report on progress
• Familiarity with customer success frameworks (CSM lifecycle, customer journey mapping)

Benefits

• Fully remote work arrangement
• High-trust flexibility and autonomy