Customer Success Manager | Cross-Border Ecommerce SaaS

Socket.dev; Saint George (UT); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Bonus

401k

Flexible PTO

Parental leave

Team lunches

Snacks

Job summary

Zonos is hiring a Customer Success Manager to own the relationship with ecommerce and cross-border customers end-to-end. You’ll answer questions across phone, email, and chat, dig into technical issues until resolved, and act as their voice to Sales, Product, and Engineering. This is an in-office role at our St.

George, Utah office. You’ll need strong technical aptitude, excellent writing skills, and a passion for solving complex, process-driven problems while fostering advocacy through reviews

Qualifications

• Customer-focused mindset with ability to build trust and advocate for customers.
• Strong written and verbal communication across phone, email, chat, and other channels.
• Ability to quickly learn and become power user of a software platform.
• Experience in SaaS, logistics, ecommerce, or customer success is preferred.

Responsibilities

• Act as a trusted consultant to help customers get the most out of Zonos products and have a great experience at every touchpoint.
• Serve as the primary point of contact for customer inquiries, concerns, and technical issues via various channels (phone, email, chat, etc.).
• Create customer advocacy by delivering and demonstrating value.
• Diagnose and troubleshoot software-related issues, taking full ownership through to resolution. Escalate complex cases to the appropriate teams and ensure timely follow-up.
• Create helpful customer-facing and internal documentation, including technical walkthrough videos.
• Collaborate with Sales, Product, and Engineering teams to share feedback and support product improvements.
• Proactively engage with existing customers to ensure ongoing satisfaction and explore upgrade or upsell opportunities.
• Identify opportunities for customers to become Zonos advocates, through G2 reviews, Shopify App reviews, NPS, CSAT, testimonials, and case studies.
• And more!

Skills

Customer Success

Communication

Technical aptitude

SaaS

Job description

Zonos is hiring a Customer Success Manager to own the relationship with ecommerce and cross-border customers end-to-end. You’ll answer questions across phone, email, and chat, dig into technical issues until resolved, and act as their voice to Sales, Product, and Engineering. This is an in-office role at our St.

George, Utah office. You’ll need strong technical aptitude, excellent writing skills, and a passion for solving complex, process-driven problems while fostering advocacy through reviews