Customer Success Manager
vor 2 Wochen
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. 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 Candidate fit Are based in the Gold Coast and want to work in‑person. Are able to communicate in multiple languages in addition to English – Japanese is a major plus 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 Target salary range for this role is 70k‑90k+ plus a variable compenent. 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 #J-18808-Ljbffr
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Customer Success Manager
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