[Hiring] Scaled Customer Success Manager @Zone & Co

Role Description

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:

• Customer Engagement & Success:
  • 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.
• Scalable Strategy & Execution:
  • 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.
• Customer Risk & Escalation Management:
  • Coordinate with support, implementation and the product team to resolve technical issues and improve customer experience.
  • Own and manage customer escalations end-to-end, acting as the primary point of contact for high-risk or dissatisfied accounts.
  • Triage and coordinate complex issues across Support, Product, and Professional Services to drive timely resolution.
  • Maintain clear, proactive communication with customers during incidents to rebuild trust and manage expectations.
  • Identify systemic issues contributing to escalations and provide feedback to internal teams to improve product and processes.
  • Balance reactive issue management with long-term retention strategy to stabilize and retain at-risk accounts.

Qualifications

• 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).
• Bachelor’s degree from an accredited college or university.

Bonus Points If You Have:

• Experience managing a scaled customer portfolio or working in a tech-touch model.
• Familiarity with automation tools, lifecycle email campaigns, or CS playbooks.
• Understanding of the SaaS customer journey and revenue metrics (ARR, churn, NRR, etc.).

Benefits

• 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 at Zoneandco.com.