Who is my Partner Success Manager, and how do I reach them

What your PSM does, when to contact them, and the best ways to get in touch.

Who your PSM is

Your Partner Success Manager is a qualified accountant who knows the Zato platform inside out. They are assigned to your firm and serve as your primary point of contact — not just during onboarding, but also ongoing.

What your PSM can help with

  • Setting up your firm profile and configuring thresholds and rules

  • Walking through your first jobs end to end

  • Reviewing documents before you upload them

  • Answering any question about platform features

  • Escalating technical issues on your behalf

How to reach your PSM

  • Email directly — their contact details are in your welcome email

  • Reply to any email you have received from them

  • Raise a support ticket at help.zatohq.com, and your PSM will be notified

Your PSM is based in New Zealand and available during NZ business hours. For urgent issues outside those hours, raise a support ticket — the support team monitors it continuously.