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 crossborder 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 youre looking to join a fastgrowing company with a strong mission and vision that puts people first wed love to meet you.

Overview

Zonos is looking for a Customer Success Manager to join our Customer Success team. In this role youll be responsible for ensuring our customers succeed by delivering worldclass 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 inoffice role working inperson with our APAC team in Gold Coast.

What youll 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 softwarerelated issues taking full ownership through to resolution. Escalate complex cases to the appropriate teams and ensure timely followup.
• Create helpful customerfacing 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 inperson.
• Have strong technical aptitude and can quickly become a power user of new software.
• Have experience in logistics ecommerce crossborder trade SaaS or Customer Success.
• Are a strong concise writer.
• Genuinely care about and empathise with customers.
• Have a passion for solving complex processdriven problems.
• Are selfmotivated and eager to tackle new challenging projects.
• Never give up and use creativity to overcome obstacles.
  
  

What we offer:

• Target compensation range of AUD $55000$70000 base salary. 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 5year anniversary
• Weekly team lunch
  
  

Life at Zonos:

Welcome to the Gold Coast where the sun shines bright the beaches are worldclass 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 youll 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 were here to support your development every step of the way. So even if your experience doesnt perfectly align with this job description we encourage you to apply. We welcome diverse perspectives from people who think outside the box and arent afraid to challenge assumptions. Come join us!

Required Experience:

Manager