Customer Success Manager - SMB (SaaS)

Location: United States; fully remote work is available, with contracts for non-US jurisdictions based on the candidate's country of residence.

Company

Zone & Co provides an ERP-native AI platform for financial operations within Oracle NetSuite, serving more than 4,500 customers worldwide.

What you will do

• Manage relationships with SMB customers and serve as the primary point of contact.
• Guide new customers through onboarding, implementation, and product adoption.
• Create success plans, conduct business reviews, and help customers realize product value.
• Monitor account health, identify churn risks, resolve escalations, and coordinate with support and technical teams.
• Support retention and expansion opportunities with Account Management, Sales, and Marketing.
• Document customer interactions, develop customer success playbooks, and advocate for customer needs internally.

Requirements

• 3+ years of experience in customer success, account management, or a similar client-facing role, preferably in SaaS or technology.
• Strong written and verbal communication skills, including the ability to explain complex concepts to non-technical audiences.
• Strong listening, empathy, problem-solving, and customer meeting facilitation skills.
• Analytical ability to interpret customer data and feedback and identify retention or upsell opportunities.
• Experience working with Salesforce to track interactions, health scores, and progress.
• Familiarity with customer success frameworks, lifecycle management, and customer journey mapping.

Culture & Benefits

• Fully remote, global work environment.
• High-trust flexibility and autonomy with minimal micromanagement.
• Benefits designed to support life beyond work.
• Inclusive workplace committed to equal opportunity and diverse perspectives.
• US employment is at-will; non-US engagements are offered as fixed-term or permanent contracts based on the country of residence.