Customer Success Manager New

Zone & Co; Northern (KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Zone & Co is seeking an SMB Customer Success Manager to build strong relationships with our SMB clients and maximize value from our ERP-native AI platform built for Oracle NetSuite.

You will onboard new customers, drive adoption, conduct business reviews, and collaborate with Sales and Product to support expansion while working in a remote, global team.

Qualifications

• 3+ years in customer success, account management, or similar client-facing role.
• Excellent written and verbal communication to non-technical audiences.
• Active listening and empathy to understand pain points and provide solutions.

Responsibilities

• Document customer interactions, success stories, and escalations in CRM.
• Guide new SMB customers through onboarding and product adoption.
• Identify at-risk customers and resolve issues with effective communication.
• Conduct regular business reviews to ensure value realization.
• Implement programs to increase engagement and retention.
• Troubleshoot escalations with internal teams.
• Collaborate with Account Management to support expansion.
• Present tailored solutions aligning with customer objectives.
• Monitor at-risk accounts and mitigate churn.
• Develop SOPs and playbooks for customer success.
• Coordinate with Marketing and Sales for case studies and references.
• Advocate for customer needs across internal teams.

Skills

Customer Success

Account Management

SaaS Experience

Communication Skills

Tools

Salesforce

Job description

Zone & Company Software Consulting LLC ("Zone") is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by delivering an AI-powered system that automates, connects, and scales financial workflows directly within the ERP.

As the AI operating system for finance teams in NetSuite, Zone enables more than 4,500 customers worldwide to run smarter, faster, and with greater accuracy. Our platform spans the full financial lifecycle, including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report, eliminating manual processes and unlocking real-time financial intelligence.

The Customer Success Manager - SMB is responsible for building and maintaining strong, long-lasting relationships with our SMB clients, ensuring they receive maximum value from products and services.This role involves working closely with clients to understand their business goals, providing tailored success plans, and driving adoption, retention, and overall customer satisfaction. The SMB CSM will act as the main point of contact for their book of business, proactively addressing their needs, troubleshooting issues, and optimizing their use of products and services.

What You'll Do:

• 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.

What You’ll Need:

• 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)

At Zone, we provide the platform; you provide the grit. We operate as a high-velocity, fully remote, global team where autonomy isn't just a perk, it’s the standard. We’re looking for self-driven professionals eager to navigate the complexities of a unique SaaS environment and take full command of their professional evolution.

We ditch micro-management for high-trust flexibility, ensuring you have the space to innovate and scale. Our benefits are built to fuel this lifestyle, supporting your life beyond the screen so you can focus on making a global impact. Explore our offerings at https://www.zoneandco.com/careers

Join Our Global Mission

Zone & Co is an Equal Opportunity Employer committed to building a diverse, equitable, and inclusive workplace. We thrive on unique perspectives and strongly encourage candidates of all backgrounds to apply. Here, your identity is valued, and your talent is the only limit to your growth. All qualified applicants will receive consideration regardless of race, color, religion, sex, orientation, age, disability, or any other protected factor.

Employment Terms

United States

Employment with Zone is "At-Will", meaning either party may terminate the relationship at any time, with or without cause or notice, in accordance with applicable law. This job description does not constitute an employment contract or guarantee of continued employment. Duties and responsibilities may evolve as the company grows and may change at any time with or without notice.

Non-US Jurisdictions

This position is offered as a Fixed-Term or Permanent Contract based on your country of residence. Employment is subject to a written contract which outlines specific notice periods, probationary terms, and statutory entitlements.