Job Description

About Zone & Co.

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more. 

Zone helps over 3,000 companies worldwide work smarter, faster and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe and Asia Pacific. 

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Learn more at  or follow us on LinkedIn: linkedin.com/company/zoneandco .

About the Job:

We’re looking for a Customer Success Manager – SMB to join our team and drive meaningful impact across a growing portfolio of small and mid-sized business clients. In this role, you’ll be the primary point of contact, helping customers unlock value from our products and services, align with their business goals, and foster long-term relationships. You’ll partner cross-functionally with support, product, and sales teams to deliver a seamless customer experience that drives retention, growth, and satisfaction.

As the Customer Success Manager you will:

• Own and manage a portfolio of SMB customers, serving as their trusted advisor

• Guide new clients through onboarding and successful product adoption

• Conduct regular check-ins and business reviews to align on goals and ensure ROI

• Monitor customer health metrics (e.g., retention, NPS, engagement, adoption)

• Identify risks and proactively work to reduce churn

• Spot upsell and cross-sell opportunities and collaborate with account teams

• Act as a customer advocate internally, sharing feedback with product and support

• Troubleshoot and resolve customer issues through collaboration with internal teams

• Maintain accurate records in Salesforce and/or the customer success platform

• Contribute to customer success playbooks, processes, and SOPs

• Partner with marketing to support case studies and references

Requirements

• 3+ years in Customer Success, Account Management, or other client-facing roles (preferably in SaaS)

• Excellent written and verbal communication skills

• Strong listening and empathy — you’re a natural relationship builder

• Experience running customer meetings, onboarding, and success planning

• An analytical mindset with the ability to interpret data and customer behavior

• Experience using Salesforce or similar CRM tools

• Familiarity with customer success frameworks (customer lifecycle, journey mapping)

• A proactive, solutions-oriented approach and comfort working cross-functionally

Benefits

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at  Zoneandco.com .

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.

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