Scaled Customer Success Manager

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

About the Role

Are you passionate about helping customers succeed and scaling that impact with smart systems and strategy? As a Scaled Customer Success Manager, you’ll be at the heart of how we support a large and diverse portfolio of customers, combining technology, automation, and data to deliver a personalized experience at scale. This is more than just managing accounts; you’ll be the strategic partner who helps customers unlock real business value, proactively solve challenges, and become loyal advocates. If you love working efficiently, thinking a few steps ahead, and finding scalable ways to make customers happy, this is your opportunity to shine.

What You’ll Do:

Customer Engagement & Success

• Build relationships with customers to understand their goals, challenges, and how our product supports their success.

• Conduct periodic check-ins with customers to assess satisfaction and reinforce product value.

• Ensure customers are fully leveraging the product to achieve business outcomes.

Retention & Growth

• Monitor customer health using tools and metrics (usage, engagement, CSAT, NPS).

• Proactively address risks and implement strategies to reduce churn.

• Identify and qualify upsell and cross-sell opportunities in collaboration with the Account Management team.

Scalable Strategy & Execution

• Leverage automation, standardized playbooks, and segmentation to drive efficiency and scale outreach.

• Deliver the right level of engagement across high-, medium-, and low-touch customer segments.

• Guide customers through new product features and releases to maximize value.

Internal Collaboration & Advocacy

• Act as the voice of the customer, surfacing feedback and insights to product, sales, and support teams.

• Coordinate with support teams to resolve technical issues and improve customer experience.

• Share learnings and success stories internally to help refine our customer success strategy.

Reporting & Documentation

• Track and document customer interactions, health scores, escalations, and lifecycle events in our CRM and customer success platform.

• Provide regular reports and updates on customer health, risks, and retention outcomes to leadership.

What You’ll Bring

• 3+ years in Customer Success, Account Management, or a similar client-facing role in a SaaS or tech company.

• Strong communication and presentation skills, both written and verbal.

• Excellent active listening and empathy to understand and resolve customer challenges.

• Confidence leading customer meetings, webinars, and success planning sessions.

• A data-driven mindset and ability to analyze customer insights to drive decisions.

• Experience using tools like Salesforce, Gainsight, or other customer success platforms.

• Familiarity with customer success methodologies (e.g. CSM lifecycle, journey mapping, success plans).

Bonus Points If You Have:

• Experience managing a scaled customer portfolio or working in a tech-touch model.

• Familiarity with automation tools, lifecycle email campaigns, or CS playbooks.

• Understanding of the SaaS customer jour