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Customer Success Manager

35 minutes ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM ERP NetSuite Salesforce
Apply Now
Zone & Co

Zone & Co

Zone & Co accelerates finance teams with Zone Apps, powered by NetSuite ERP, automating critical financial workflows and operations for businesses.

Diversified Financial Services
251-1K
Founded 2013
View All Jobs 16

Description

  • Manage relationships and serve as the primary point of contact for an SMB customer portfolio.
  • Guide new customers through onboarding, implementation, and product adoption.
  • Create tailored success plans aligned with customer business objectives.
  • Conduct regular business reviews to assess value realization, successes, and opportunities.
  • Identify at-risk accounts, coordinate resolutions, and lead retention efforts to mitigate churn.
  • Troubleshoot escalations and collaborate with support and technical teams on timely solutions.
  • Implement customer success programs that increase engagement, adoption, and retention.
  • Partner with Account Management on expansion opportunities within existing accounts.
  • Document customer interactions, health status, success stories, and escalations in Salesforce or related platforms.
  • Develop customer success playbooks and operating procedures, and collaborate with Sales and Marketing on case studies, reviews, and references.
  • Advocate for customer needs and liaise between customers and internal teams.

Requirements

  • 3+ years of experience in customer success, account management, or a similar client-facing role, preferably in SaaS or technology.
  • Excellent written and verbal communication skills, including the ability to explain complex concepts to non-technical audiences.
  • Strong active listening and empathy skills with the ability to understand customer pain points and provide effective solutions.
  • Confidence leading customer meetings, webinars, and working sessions.
  • Analytical mindset with the ability to use customer data and feedback to identify retention and upsell opportunities.
  • Experience using Salesforce to document interactions, monitor health scores, and report on progress.
  • Familiarity with customer success frameworks, including CSM lifecycles and customer journey mapping.

Benefits

  • Base salary of $75,000–$90,000 plus equity.
  • Fully remote, global work environment.
  • High-trust flexibility and autonomy with minimal micromanagement.
  • Benefits designed to support employees’ lives beyond work; details are provided on the company careers page.
  • Equal opportunity workplace committed to diversity, equity, and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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