Manager of Customer Success
Manager of Customer Success

Manager of Customer Success

Full-Time 43200 - 72000 £ / year (est.) Home office possible
Z

At a Glance

  • Tasks: Lead a team to deliver exceptional client support and drive customer success.
  • Company: Zone & Co is revolutionising back-office management for finance leaders globally.
  • Benefits: Enjoy remote work flexibility, personal accountability, and enriching life benefits.
  • Why this job: Join a dynamic team focused on transforming satisfied clients into brand advocates.
  • Qualifications: 5+ years in Customer Success with proven leadership and communication skills required.
  • Other info: We value diversity and encourage applicants from all backgrounds to apply.

The predicted salary is between 43200 - 72000 £ per year.

Zone is reinventing the way companies approach back-office excellence, empowering finance leaders and their teams to scale and thrive in today's dynamic business landscape. Our highly flexible platform enhances out-of-the-box ERP capabilities, offering maximum visibility and control over company operations. From complex billing & revenue recognition to AP automation and advanced FP&A reporting, Zone's unified platform integrates seamlessly with leading ERP software, adapting precisely to evolving needs. Trusted by over 3,000 customers worldwide, Zone & Co is committed to delivering real-world solutions that deliver tangible results for its customers. Headquartered in Boston, MA, with hubs across Europe, North America, Australia, and Asia, we're dedicated to shaping the future of enterprise back-office management.

Position Summary: As a Manager of Customer Success, you will lead and inspire a team of talented Customer Success Managers (CSMs) to deliver exceptional client support while driving retention, adoption, and growth. You’ll oversee both high-touch engagement for key strategic accounts and scaled digital support for clients managing over 200 accounts each. By fostering a customer-centric culture, you’ll create tailored success plans, address challenges proactively, and champion initiatives that transform satisfied clients into enthusiastic brand advocates. In this dynamic role, you’ll balance strategic oversight with hands-on support to cultivate long-term customer loyalty, ensuring seamless, high-quality experiences that maximize the value of our product offerings.

  • Coach and mentor CSMs to achieve individual and team goals in customer retention, adoption, and growth.
  • Promote a culture of excellence by ensuring the team has access to tools, resources, and training for success.
  • Develop and execute strategies to engage with customers proactively at both strategic and scaled levels.
  • Oversee onboarding processes to ensure smooth transitions and alignment with client business objectives.
  • Act as a point of escalation, addressing customer issues promptly to drive satisfaction and loyalty.

Performance Monitoring & Strategy: Track and report on key metrics like customer health scores, retention rates, NPS, and product adoption to monitor team performance and mitigate churn risks. Standardize best practices across the team for consistent, high-quality customer interactions.

Cross-Functional Collaboration: Partner with internal teams to represent customer needs and drive alignment on shared goals. Provide senior management with regular updates on customer success performance and opportunities for improvement.

Customer Advocacy & Education: Encourage brand advocacy by transforming satisfied customers into enthusiastic champions. Lead customer education initiatives through training materials, resources, and ongoing communication.

Requirements:

  • 5+ years in Customer Success or a similar client-facing role within SaaS or technology.
  • Proven leadership and coaching skills to inspire and develop high-performing teams.
  • Exceptional communication skills, with the ability to engage stakeholders at all levels.
  • Strong organizational skills and the ability to manage priorities in a fast-paced environment.
  • Proficiency with Microsoft Office/Google Workspace.
  • Critical thinking, problem-solving, and attention to detail.

As a fully remote company, we prioritize flexibility, balance, and personal accountability. At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a part of your overall life experience, we are dedicated to providing robust support so that you can bring your best self to work. Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. We strongly encourage candidates of all different backgrounds and identities to apply. 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. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.

Manager of Customer Success employer: Zone & Co

At Zone & Co, we pride ourselves on being an exceptional employer that champions flexibility and personal accountability, allowing our employees to thrive in a fully remote environment. Our commitment to employee growth is evident through robust training resources and a culture that promotes diversity and inclusion, ensuring that every team member can contribute meaningfully while enjoying a balanced work-life experience. Join us in Boston or from anywhere, and be part of a forward-thinking company dedicated to transforming back-office management for over 3,000 clients worldwide.
Z

Contact Detail:

Zone & Co Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Manager of Customer Success

✨Tip Number 1

Familiarise yourself with Zone's platform and its unique features. Understanding how the product enhances ERP capabilities will allow you to speak confidently about its benefits during interviews.

✨Tip Number 2

Highlight your experience in leading customer success teams, especially in a SaaS environment. Be ready to share specific examples of how you've driven retention and growth in previous roles.

✨Tip Number 3

Prepare to discuss your approach to fostering a customer-centric culture. Think of strategies you've implemented that transformed client relationships and led to increased brand advocacy.

✨Tip Number 4

Showcase your ability to collaborate cross-functionally. Be prepared to provide examples of how you've worked with other teams to align on customer needs and improve overall service delivery.

We think you need these skills to ace Manager of Customer Success

Leadership Skills
Coaching and Mentoring
Customer Relationship Management
Communication Skills
Organisational Skills
Critical Thinking
Problem-Solving Skills
Attention to Detail
Data Analysis
Performance Monitoring
Customer Advocacy
Proficiency in Microsoft Office/Google Workspace
Strategic Planning
Cross-Functional Collaboration
Adaptability

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success or similar client-facing roles, especially within SaaS or technology. Emphasise leadership and coaching skills, as well as any metrics you've achieved in previous positions.

Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how you can contribute to Zone's mission. Mention specific strategies you would implement to enhance customer retention and engagement, showcasing your understanding of the role.

Showcase Communication Skills: Since exceptional communication is key for this role, consider including examples in your application that demonstrate your ability to engage stakeholders at all levels. This could be through successful projects or initiatives you've led.

Highlight Problem-Solving Abilities: Zone values critical thinking and problem-solving skills. Include instances where you've successfully addressed customer issues or improved processes, illustrating your attention to detail and proactive approach.

How to prepare for a job interview at Zone & Co

✨Understand the Company Culture

Before your interview, take some time to research Zone's company culture and values. This will help you align your answers with what they prioritise, especially their commitment to customer success and diversity.

✨Showcase Leadership Experience

As a Manager of Customer Success, you'll need to demonstrate your leadership skills. Prepare examples from your past roles where you've successfully led teams, inspired others, or implemented strategies that improved customer satisfaction.

✨Prepare for Scenario-Based Questions

Expect questions that assess your problem-solving abilities and how you handle customer issues. Think of specific scenarios where you turned a challenging situation into a positive outcome, showcasing your critical thinking and attention to detail.

✨Highlight Your Communication Skills

Exceptional communication is key in this role. Be ready to discuss how you've effectively engaged with stakeholders at various levels and how you plan to foster a customer-centric culture within your team.

Manager of Customer Success
Zone & Co
Z
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