Client Success Manager – 3

About the role

The Client Success Manager – 3 (CSM‑3) at Zones is a senior, client‑facing position responsible for growing and retaining existing clients while supporting new business acquisition. The role oversees operations resources and manages client accounts to ensure optimal service delivery and high client satisfaction.

Key responsibilities

• Develop existing clients using Zones’ sales methodology and execute development strategies.
• Onboard new clients in the designated sales region via digital tools.
• Provide same‑day lead follow‑ups to convert MQLs into SQLs.
• Coordinate staffing opportunities between client and partner.
• Offer backup account management coverage across the sales region.
• Own day‑to‑day client relationships, understand client business and hierarchy, and step in as needed.
• Partner with OEMs and PPM to maintain accurate client pricing programs.
• Manage run‑rate inventory, forecast meetings, and coordinate with Demand Planning.
• Oversee the full returns lifecycle and advocate for Customer‑Owned Product returns.
• Act as first point of contact for client escalations and maintain escalation processes.
• Manage task timelines, communications, and maintain an up‑to‑date issue log.
• Drive client adoption of Zones digital platforms and propose process improvements.

Required profile

• Bachelor’s degree minimum.
• 5+ years of order management or customer service experience.
• Strong attention to detail and ability to produce accurate results.
• Excellent verbal and written communication skills.
• Ability to work independently and handle a high volume of inbound inquiries.

Required skills

• Order management.
• Customer service.
• Inventory management.
• Returns management.
• Escalation handling.

What we offer

• Comprehensive benefits package including life insurance, optional health insurance, EOBI, and voluntary pension scheme.
• Complimentary meals and access to an in‑house gym.
• Inclusive and diverse workplace with equal opportunity employment.