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Zone & Co is an ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. The platform automates and scales financial workflows across Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report processes, serving over 4,500 customers worldwide.
As a Customer Success Manager - SMB, you will be the primary point of contact for a book of SMB clients, responsible for building and maintaining strong, long-lasting relationships that drive adoption, retention, and satisfaction. You will guide new customers through onboarding, conduct regular business reviews to ensure value realization, and identify expansion opportunities within existing accounts.
Key responsibilities include:
- Documenting customer interactions, success stories, and escalations in CRM platforms
- Guiding SMB customers through onboarding and ensuring smooth product adoption
- Identifying at-risk customers and developing personalized success plans to resolve issues
- Conducting regular business reviews to discuss successes and identify new opportunities
- Implementing customer success programs that increase engagement and retention
- Troubleshooting escalations and coordinating with support and technical teams
- Working with Account Management to facilitate expansion opportunities
- Presenting tailored solutions aligned with customer business objectives
- Monitoring and reporting on at-risk accounts and retention efforts
- Contributing to development of customer success playbooks and SOPs
- Coordinating with Marketing and Sales on case studies and customer references
- Serving as a liaison between customers and internal teams
Zone operates as a high-velocity, fully remote, global team with a high-trust, autonomous culture focused on professional growth and impact.
Requirements:
- 3+ years of experience in customer success, account management, or similar client-facing role, preferably in SaaS or technology
- Excellent written and verbal communication skills with ability to articulate complex concepts to non-technical audiences
- Strong active listening and empathy skills; ability to understand 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 initiatives and identify upsell/retention opportunities
- Proficiency with Salesforce for tracking interactions, monitoring health scores, and reporting
- Familiarity with customer success frameworks (CSM lifecycle, customer journey mapping)
