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, with active player-coach involvement in the largest strategic accounts.
Design and implement AI-driven workflows that reshape how CS operates - not just bolt AI onto existing process.
Partner closely with Sales on expansion deals, Product on feedback loops, and Marketing on customer storytelling.
Build the customer health and forecasting systems that give leadership a 90-day forward view of renewal risk.
Run executive QBRs with our largest accounts and lead at-risk save plays personally.
Establish the operating cadences (account reviews, forecast calls, save plans) that scale with the team.
Requirements
You've personally owned a multi-million-dollar renewal and expansion number and can talk forecasting, churn signals, and expansion motion with detail.
You've reshaped a Customer Success function with AI or automation - not adopted tools, but rebuilt the workflow.
You lead from the front: you're still active on the biggest accounts while raising the bar across your team.
You're credible with VP+ enterprise stakeholders and can save a renewal personally when it matters.
You operate fluidly across Sales, Product, and Marketing, reducing friction for everyone you partner with.
You see customer outcomes as personal accountability - you chase the why behind every churn, and you don't sandbag the forecast.
You can articulate what AI-native Customer Success looks like - to your team, to customers, and to the board.
You're Austin-based or open to relocating to Austin.
This Role Is Not
A pure individual contributor role - you'll be managing and developing a team.
A steward role - we're not looking for someone to operate the existing playbook; we're hiring you to rebuild it.
An exclusively renewal- or exclusively expansion-focused role - you own both.
A role where AI is treated as a buzzword - we expect concrete reshaping of how CS operates.
All Zello personnel are required to comply with defined
Benefits
Health insuranceFlexible scheduleEquity / stock options
Additional Information
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About Zello
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 (yes, with a B) messages a month.
At Zello, our company values are at the heart of what we do everyday. We're proud to serve the frontline, we're privileged to connect people in times of crisis across the globe, and we're honored to support first responders.
And this is where you come in.
We're hiring a Director of Customer Success to build an AI-native CS function that compounds NRR, turning every strategic account into a multi-year, expanding partnership. This role reports to the CRO and owns the renewal, expansion, and strategic account motion for our enterprise customer base.
After a successful first year, you will
Have hit our FY27 NRR target by establishing a renewal and expansion forecasting model with under 10% variance from actuals.
Have shipped an AI-first operating model with at least three CS workflows (account planning, renewal risk scoring, QBR prep) running with AI in the loop, freeing material team capacity.
Have ensured the top 20 strategic accounts have living account plans with documented expansion pipeline, owned by named CSMs.
Have scaled the team from 5 to 6+ without quality drop - hiring, onboarding, and raising performance standards.
Have launched a customer health system that flags renewal risk 90+ days before contract end, integrated with the broader data stack.
Zello · Austin, TX