Customer Success Manager

Who is Zato

Zato is a rapidly growing AI-native compliance production platform built by accounting outsourcing experts with 1 million + ledgers' experience. Our mission is simple: redefine how accounting firms deliver compliance and production work. We partner with leading practices across New Zealand and Australia, helping them shift away from manual processes and outsourcing models into a new era of automated, intelligent, and efficient accounting operations.

With rapid growth, deep integrations, tens of thousands of ledgers entering the platform, and expansion across both markets, Zato is becoming a category-defining platform in the accounting ecosystem.

The Role

We’re looking for a Customer Success Manager to manage firm onboarding and successful adoption of Zato within accounting practices. This role is a foundation hire in our Australian HQ.

This is a highly customer-facing role ideal for a candidate who:

• understands how accounting firms operate
• knows Xero, workpapers, review processes, and compliance cycles
• enjoys working directly with clients
• wants to step into the accounting-tech space
• thrives in a hands-on, fast-moving environment

You will guide firms through pilots, workflows, demos, training, and full transition into the platform and become their trusted expert and advisor during the transformation journey.

We welcome applicants of all experience levels to apply.

What you'll do

Onboarding & Implementation Lead structured onboarding and training for new clients, configuring Zato to each firm's workflows, identifying internal product champions, and ensuring firms go live on time and with confidence.

Account Management Own a portfolio of client accounts post-sale. Conduct regular check-ins and quarterly business reviews, monitor platform engagement to identify adoption risks early, and manage the MVP-to-Enterprise transition for pioneer clients.

Retention & Growth Drive renewals, upsell opportunities and ledger pack expansions within existing accounts. Work with the sales team to facilitate referrals and warm introductions to new firms within a client's network.

Product & Client Voice Capture structured client feedback and route it through the Product Committee intake process. Identify case study and testimonial opportunities, and represent the client voice in internal product and commercial discussions.

Reporting & Operations Maintain accurate account records and health scores in HubSpot. Report fortnightly on adoption, churn risk and expansion pipeline. Escalate technical issues with clear context and priority.

What you bring

Essential:

• Accountant by trade - CA, CPA, or equivalent experience
• Recent and strong experience inside an Australian accounting practice or in an accounting tech firm
• Strong Xero/XPM knowledge and understanding of CA firm workflows
• Excellent communication and customer-facing skills
• Knowledge and discipline in the use of CRM
• Confidence running demos, onboarding, and training sessions
• Ability to manage a large portfolio of firms, deadlines, and priorities
• Strong problem-solving skills and commercial awareness

Nice-to-have:

• Experience in workflow improvement or practice systems
• Background in outsourcing or production workflows
• Exposure to practice management or accounting tech tools

Why Join Zato?

• Work at the frontline of accounting innovation
• Be part of a fast-growing tech company with major regional traction
• Shape how accounting firms across NZ and Australia modernise
• Central new office space in Australia Square
• Competitive salary (negotiable, based on experience and expertise)
• Opportunities to grow into senior transformation, product, or leadership roles

For expressions of interest or any questions, email:

📧 team@zatohq.com.

Check us out at www.zatohq.com | All applications will be treated confidentially.