Customer Success Manager

Summary

Join Zone & Co as a Manager of Customer Success and lead a team of Customer Success Managers (CSMs) in delivering exceptional client support, driving retention, adoption, and growth. You will oversee both high-touch engagement for key accounts and scaled digital support for numerous clients. Foster a customer-centric culture, create tailored success plans, proactively address challenges, and champion initiatives to transform satisfied clients into brand advocates. This role requires balancing strategic oversight with hands-on support to cultivate long-term customer loyalty and ensure high-quality customer experiences. The position demands strong leadership, communication, and organizational skills within a fast-paced environment. Zone & Co is a fully remote company that prioritizes flexibility and work-life balance.

Requirements

• 5+ years in Customer Success or a similar client-facing role within SaaS or technology
• Proven leadership and coaching skills to inspire and develop high-performing teams
• Exceptional communication skills, with the ability to engage stakeholders at all levels
• Strong organizational skills and the ability to manage priorities in a fast-paced environment
• Proficiency with Microsoft Office/Google Workspace
• Critical thinking, problem-solving, and attention to detail

Responsibilities

• Coach and mentor CSMs to achieve individual and team goals in customer retention, adoption, and growth
• Promote a culture of excellence by ensuring the team has access to tools, resources, and training for success
• Develop and execute strategies to engage with customers proactively at both strategic and scaled levels
• Oversee onboarding processes to ensure smooth transitions and alignment with client business objectives
• Act as a point of escalation, addressing customer issues promptly to drive satisfaction and loyalty
• Track and report on key metrics like customer health scores, retention rates, NPS, and product adoption to monitor team performance and mitigate churn risks
• Standardize best practices across the team for consistent, high-quality customer interactions
• Partner with internal teams to represent customer needs and drive alignment on shared goals
• Provide senior management with regular updates on customer success performance and opportunities for improvement
• Encourage brand advocacy by transforming satisfied customers into enthusiastic champions
• Lead customer education initiatives through training materials, resources, and ongoing communication

Benefits

• Fully remote work
• Flexibility
• Work-life balance
• Robust benefits designed to enrich your life beyond the workplace