About Us
Zone & Co is a premier NetSuite Solution provider, proud member of the Suite Developer Network, and creator of the #1 cloud billing & revenue solution - ZoneBilling. We work daily to change the way businesses innovate at scale using comprehensive cloud technologies built from core cloud systems - like Oracle NetSuite. We design our products to solve the real life challenges of our customers, which we know all too well as ex- CFOs, Accountants, Project Managers, Developers, and more.
Zone & Co's Customer Success team is hiring a Customer Success Manager!
This is an incredibly exciting and momentous time for Zone with our recent funding , so there's a wonderful amount of opportunity to make your mark and make an impact.
Zone is looking for an experienced customer success manager to help us build our Customer Success efforts. The Customer Success team is responsible for establishing long-term relationships with Zone customers, driving adoption of Zone products, identifying upsell and cross-sell opportunities, generating referrals, and ensuring customer loyalty.
The Customer Success Manager will report to the Director of Customer Success and will be integral in forming the structure and daily operations of the team.
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 which 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 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 departments' 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 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, Product, 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 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

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 (Northern Hemisphere). We provide an initial stipend for setting up your home office. All on top of fully-covered, top-tier health insurance and unlimited vacation. See our full list.
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.