Scaled Customer Success Manager

About Zone & Co
Zone & Co is a leading SaaS company focused on freeing finance teams from clunky, disparate systems and manual processes. Our portfolio of solutions is built on the Oracle NetSuite platform and offers automation and integration for functions including billing & revenue recognition, reporting, Payroll, AP automation, payments, reconciliations, approvals and more. We serve over 3,000 companies worldwide with a growth-minded team across North America, Europe and Asia Pacific.
Learn more at 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 support a large and diverse portfolio of customers, combining technology, automation, and data to deliver a personalized experience at scale. This role is about being a strategic partner who helps customers unlock real business value, proactively solve challenges, and become loyal advocates.
If you enjoy working efficiently, planning ahead, and finding scalable ways to drive customer happiness, this is your opportunity to shine.
What You'll Do
Customer Engagement & Success: Build relationships to understand goals and challenges, and ensure customers derive value from the product.
Check-ins: Conduct periodic reviews to assess satisfaction and reinforce product value.
Value Realization: Ensure customers fully leverage the product to achieve business outcomes.
Retention & Growth: Monitor customer health (usage, engagement, CSAT, NPS); proactively address risks and reduce churn; identify upsell/cross-sell opportunities with the Account Management team.
Scalable Strategy & Execution: Use automation and playbooks to drive efficiency; manage engagement across high-, medium-, and low-touch segments; guide customers through new features to maximize value.
Internal Collaboration & Advocacy: Represent the voice of the customer to product, sales, and support; coordinate with support teams to resolve issues; share learnings to refine strategy.
Reporting & Documentation: Track customer interactions, health scores, escalations, and lifecycle events in the CRM; provide regular updates to leadership.
What You'll Bring
3+ years in Customer Success, Account Management, or 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 with tools like Salesforce, Gainsight, or other CS platforms.
Familiarity with CS methodologies (CSM lifecycle, journey mapping, success plans).
Bachelor's degree from an accredited college or university.
Bonus Points If You Have
Experience managing a scaled customer portfolio or a tech-touch model.
Familiarity with automation tools, lifecycle email campaigns, or CS playbooks.
Understanding of SaaS metrics (ARR, churn, NRR).
Benefits & Inclusion
Our benefits are designed to support you beyond the workplace. As a fully remote company, we prioritize flexibility and balance. See our comprehensive benefits at Zoneandco.com .
Zone & Co is an Equal Opportunity Employer and is 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 law. We encourage candidates of all backgrounds to apply as we build an equitable, inclusive, and supportive environment.
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