Customer Success Manager

At Zonos, we provide scalable technology to simplify the complexities of international commerce, making it accessible to everyone. We create products that empower businesses to take full control of their cross-border trade experience. Our SaaS solutions remove the headaches of global trade with APIs and software that deliver the tools and data businesses need to scale worldwide — including the only true landed cost solution on the market. If you're looking to join a fast-growing company with a strong mission and vision that puts people first, we'd love to meet you.

Overview

Zonos is looking for a Customer Success Manager to join our Customer Success team. In this role, you'll be responsible for ensuring our customers succeed by delivering world-class support and combining your people skills with technical expertise to maintain high customer satisfaction. Curiosity and genuine care for your customers are essential to thrive in this position.

This is an in-office role, working in-person with our APAC team in Gold Coast.

What you'll do...

• Act as a trusted consultant to help customers get the most out of Zonos products and have a great experience at every touchpoint.
• Serve as the primary point of contact for customer inquiries, concerns, and technical issues via various channels (phone, email, chat, etc.).
• Create customer advocacy by delivering and demonstrating value.
• Diagnose and troubleshoot software-related issues, taking full ownership through to resolution. Escalate complex cases to the appropriate teams and ensure timely follow-up.
• Create helpful customer-facing and internal documentation, including technical walkthrough videos.
• Collaborate with Sales, Product, and Engineering teams to share feedback and support product improvements.
• Proactively engage with existing customers to ensure ongoing satisfaction and explore upgrade or upsell opportunities.
• Identify opportunities for customers to become Zonos advocates, through G2 reviews, Shopify App reviews, NPS, CSAT, testimonials, and case studies.
• Support new customer onboarding
  
  by assisting with account setup, product configuration, and initial training to ensure a smooth transition to Zonos.
• Collaborate with Sales and Implementation teams to provide a seamless onboarding experience and help customers realize value quickly.
• And more

You could be a strong addition to the team if you...

• Are based in the Gold Coast and want to work in-person.
• Have strong technical aptitude and can quickly become a power user of new software.
• Have experience in logistics, e-commerce, cross-border trade, SaaS, or Customer Success.
• Are a strong, concise writer.
• Genuinely care about and empathise with customers.
• Have a passion for solving complex, process-driven problems.
• Are self-motivated and eager to tackle new, challenging projects.
• Never give up, and use creativity to overcome obstacles.

What we offer:

• Actual salaries will vary based on factors such as education, experience, training, and scope. This is just one component of our total compensation package.
• 1 month paid time off at your 5-year anniversary
• Weekly team lunch

Life at Zonos:

Welcome to the Gold Coast, where the sun shines bright, the beaches are world-class, and adventure is right at your doorstep Famous for its stunning coastline, vibrant nightlife, and lush hinterland, the Gold Coast offers endless opportunities for surfing, swimming, hiking, and exploring nature.

As a Zonut, you'll be part of our growing team in Varsity Lakes, Gold Coast. At Zonos, we are always striving to be a great company, not just a big company. We continuously cultivate an environment of collaboration and teamwork, where our APIs and core values are the living, breathing heartbeat of everything we do.

Here at Zonos, we are committed to building a team of ambitious and innovative people who are hungry to learn and grow. International trade is complicated, and working at a growing cloud technology company is challenging — but we're here to support your development every step of the way. So even if your experience doesn't perfectly align with this job description, we encourage you to apply. We welcome diverse perspectives from people who think outside the box and aren't afraid to challenge assumptions. Come join us