Director of Customer Success

About the Company

Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for desk-less workers. With over 175+ million users, we’re the #1 rated push-to-talk app in the world, delivering 9 billion messages a month.

Responsibilities

• Own the NRR number end-to-end across renewals, expansion, and at-risk save motions
• Lead and develop a team of 5–6+ CSMs and Account Managers
• Design and implement AI-driven workflows to reshape CS operations
• Partner with Sales on expansion, Product on feedback, and Marketing on storytelling
• Build customer health and forecasting systems for 90-day renewal risk visibility
• Run executive QBRs with largest accounts and lead at-risk save plays
• Establish operating cadences including account reviews and forecast calls

Requirements

• Experience owning a multi-million-dollar renewal and expansion number
• Proven track record of reshaping Customer Success functions using AI or automation
• Experience managing and developing a team of CSMs or Account Managers
• Ability to engage with VP+ enterprise stakeholders
• Must be Austin-based or willing to relocate to Austin

Preferred Qualifications

• Experience building AI-native operating models within a CS function
• Expertise in renewal and expansion forecasting models