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- Tasks: Support a diverse portfolio of customers, ensuring they achieve success with our SaaS solutions.
- Company: Join Zone & Co, a leading SaaS company transforming finance teams worldwide.
- Benefits: Enjoy remote work flexibility, comprehensive benefits, and a supportive company culture.
- Why this job: Be a strategic partner, helping customers unlock value and become loyal advocates.
- Qualifications: 3+ years in Customer Success or Account Management in a tech environment required.
- Other info: We celebrate diversity and encourage applicants from all backgrounds to apply.
The predicted salary is between 36000 - 60000 £ per year.
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!
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:
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.
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).
What You’ll Bring
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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.
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Familiarity with customer success methodologies (e.g. CSM lifecycle, journey mapping, success plans).
Bonus Points If You Have:
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Experience managing a scaled customer portfolio or working in a tech-touch model.
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Familiarity with automation tools, lifecycle email campaigns, or CS playbooks.
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Understanding of the SaaS customer journey and revenue metrics (ARR, churn, NRR, etc.).
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 atZoneandco.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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Scaled Customer Success Manager employer: Zone & Co
Contact Detail:
Zone & Co Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Scaled Customer Success Manager
✨Tip Number 1
Familiarise yourself with the Oracle NetSuite platform, as it's central to Zone & Co's offerings. Understanding its features and how it benefits finance teams will help you engage more effectively with potential customers.
✨Tip Number 2
Showcase your experience in managing customer relationships by preparing examples of how you've successfully addressed customer challenges in previous roles. This will demonstrate your ability to be a strategic partner for clients.
✨Tip Number 3
Brush up on customer success methodologies and be ready to discuss how you've applied them in your past roles. This knowledge will highlight your expertise and alignment with the company's approach to customer success.
✨Tip Number 4
Prepare to discuss how you've used data-driven insights to improve customer satisfaction and retention. Being able to share specific metrics or outcomes will set you apart as a candidate who can drive real business value.
We think you need these skills to ace Scaled Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success or Account Management, especially within a SaaS or tech environment. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping customers succeed and how your skills align with the responsibilities of the Scaled Customer Success Manager role. Share specific examples of how you've driven customer satisfaction and retention in previous positions.
Showcase Communication Skills: Since strong communication is key for this role, ensure that your application materials are well-written and free of errors. Consider including a brief example of a successful customer meeting or presentation you've led.
Highlight Data-Driven Achievements: Mention any experience you have with data analysis and customer success metrics. Provide examples of how you've used data to improve customer outcomes or drive decisions in your previous roles.
How to prepare for a job interview at Zone & Co
✨Know the Product Inside Out
Familiarise yourself with Zone & Co's solutions and how they integrate with Oracle NetSuite. Understanding the product will help you articulate how it can benefit customers and demonstrate your commitment to their success.
✨Showcase Your Customer Success Experience
Prepare examples from your previous roles that highlight your ability to build relationships, address customer challenges, and drive retention. Use metrics to quantify your impact, such as improved customer satisfaction scores or reduced churn rates.
✨Demonstrate Data-Driven Decision Making
Be ready to discuss how you've used data to inform your strategies in past roles. Highlight your experience with tools like Salesforce or Gainsight, and explain how you analyse customer insights to enhance their experience.
✨Prepare for Scenario-Based Questions
Anticipate questions that ask how you would handle specific customer situations or challenges. Think through your approach to problem-solving and how you would leverage automation and playbooks to scale customer success.
