Customer Success Manager

Zonos is the AI operating system for cross-border trade, powering everything from checkout to customs clearance for more than 50,000 ecommerce merchants and 70+ postal operators across 200+ countries. We help businesses grow globally by removing the complexity of international commerce—calculating, collecting, and guaranteeing duties, taxes, and fees at checkout so shoppers see the true total cost upfront, eliminating surprise charges at delivery and the burden of managing country-specific tax requirements. Beyond ecommerce, Zonos supports carriers, postal operators, marketplaces, and customs agencies with AI-driven tools that infer and validate key customs data, including HS codes, country of origin, and customs value, alongside licensed customs brokerage services that ensure goods move compliantly and efficiently across borders.

Overview

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.

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.
• And more!

You could be a strong addition to the team if you...

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

What we offer

• $50,000 to $65,000+ Actual salaries will vary based on various factors such as education, experience, training, scope, etc. The salary noted is just one component of our total compensation package.
• Quarterly bonus tied to performance
• 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
• Flexible time off - we require all our Zonuts to take a minimum of 2 weeks off per year. Take some time to relax!
• Employee Assistance Program
• 1 month paid time off at 5 year anniversary
• Office stocked with snacks and drinks
• Weekly company lunch