Customer Success Manager

Zone & Co’s Customer Success team is hiring a Customer Success Manager!

About Zone & Co

Zone & Co is a leading provider of cloud-native software solutions built on the Oracle NetSuite platform. Our company is dedicated to serving finance and accounting professionals by offering a portfolio of innovative apps known as Zone Apps. These apps are specifically designed to simplify and automate critical financial data and workflows across various business entities.

As a Software-as-a-Service (SaaS) provider, we empower our 1,500+ customers worldwide to work smarter, faster, and more securely while maximizing the value of the Oracle NetSuite platform. Our comprehensive suite of solutions includes advanced billing and revenue recognition, robust reporting capabilities, accounts payable automation, streamlined payment processing, efficient reconciliations, and seamless approvals.

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

About the Job

The continued success of Zone is largely dependent on the happiness, loyalty, and growth of our customers. When they’re successful, so are we. It goes without saying we wouldn’t be where we are today without an amazing customer base that has allowed us to grow with them, improve their order-to-cash process, and, along with us, believe finance teams deserve better, more efficient tools!

As the Customer Success Manager, you will play a critical role in the future success of our customer base. You will listen to their needs, take note of their feedback and proactively identify solutions that will help them run their businesses better.

You have a passion for uncovering customers’ challenges and goals and understanding their business models in a way that allows you to bring a unique perspective to day-to-day processes and efficiencies (or lack there-of).

In this role, you believe relationship-centric business is the key to a long-term partnership. Contrary to common practice, the customer isn’t always right, but because you have a knack for revealing mutually-beneficial outcomes Zone’s relationship with them continues to thrive.

You also understand each department’s important role within the customer relationship ecosystem. Therefore, you work collaboratively with Sales, Marketing, Product Development, etc., and other stakeholders to communicate key findings in your dealings with our customer base.

Job Responsibilities

• Establish and nurture relationships with Zone customers; understand how Zone products support the organizational needs of each customer and ensure those needs are consistently met
• Establish consistent and proactive touch points with the customer base
• Be an advocate for customers’ voice within Zone; proactively provide cross-functional groups within Zone with actionable feedback from customers
• Work cross-functionally with Sales, Professional Services, Products, and Support to improve the customer experience from sale close all the way through to renewal
• Recognize potential upsell and cross-sell opportunities; qualify opportunities for the sales team when necessary
• Manage customer escalations through to resolution; providing status updates to the relevant parties on a regular basis

Requirements

• Passion for building new things, operations, and process improvement
• Minimum 2 years in a customer-facing role
• Excellent verbal and written communication skills
• Ability to self-start, think strategically and creatively, and manage multiple priorities at the same time with minimal supervision or oversight
• Proven track record of success working cross-functionally with many stakeholders with competing priorities on a single objective
• Radical empathy for both internal stakeholders and customers
• Ability to thrive in a fast-paced environment, rapidly changing environment; must be comfortable with and embrace change
• Ability to make decisions quickly with limited information
• Financial/Billing experience (specifically with NetSuite) is a major bonus
• CRM (HubSpot and SalesForce)

Benefits

Benefits at Zone are all about helping you lead a fulfilling life outside of work. We know work is only one part of your life, so we do everything we can to support it. We offer fully paid parental leave. We celebrate no-Friday weeks during the summer (every other Friday off). All on top of our fully covered, top-tier health insurance and unlimited vacation. And we are 100% remote!

Zone and Co is an Equal Opportunity / Affirmative Action 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.