Customer Success Manager

Summary

Join a dynamic team at Zone & Co. as a Customer Success Manager, where you will be the trusted advisor for SMB clients, ensuring they maximize the value of our products and services. You will build strong relationships, understand client goals, and craft tailored success plans. Your responsibilities include monitoring customer health, identifying upsell opportunities, partnering with internal teams to resolve issues, and acting as a customer advocate. This role requires strong communication, problem-solving, and analytical skills, along with experience in customer success or account management within SaaS/tech. Zone & Co. offers a fully remote work environment and a comprehensive benefits package.

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

Responsibilities

• 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

Benefits

• Fully remote company
• Flexibility and balance