Customer Success

Zonos • St. George, UT

1d • $50,000 - $65,000 • Onsite

About The Position

Zonos is hiring a Customer Success Manager to be a trusted partner our customers can count on. You'll own the relationship end to end — answering questions across phone, email, and chat, digging into technical issues until they're actually resolved. You'll also be their voice internally, bringing what you hear back to Sales, Product, and Engineering. The role sits at the intersection of people skills and technical depth. Our customers are e-commerce and cross-border trade businesses solving complicated problems, so you'll need to become a power user of our products quickly and stay curious about how theirs work. Done well, support turns into advocacy: reviews, testimonials, case studies, and customers who grow with us. This is an in-office role at our St. George, Utah office.

Requirements

• 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 empathize 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.

Nice To Haves

• Want to live in sunny St George and enjoy a healthy work-life balance

Responsibilities

• 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.
• And more!

Benefits

• Medical, Dental, Vision, & Life - we pay 100% of the employee premium!
• Paid parental leave and other life event leave
• 401k retirement plan with generous company match
• 4 weeks of vacation, plus sick and other paid time off. Take some time to relax!
• Employee Assistance Program
• 1 month paid time off at 5 year anniversary
• Office stocked with snacks and drinks + weekly team lunch
• Weekly company lunch

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed